Webex Connect delivers seamless, always-on, and connected customer experiences, enabling enterprises to engage with their customers on their terms across any communications channel.
We strive to provide access to the latest communication capabilities and simplify the management of customer interactions at scale. We are continuously improving Webex Connect to offer one of the most comprehensive Communications Platform as a Service (CPaaS) solutions, making it easy for our customers to accelerate digital transformation and automate end-to-end journeys.
Here are some of the latest enhancements we’ve made to Webex Connect.
It’s our goal to help our users focus on building exceptional customer experiences. To achieve this, we are constantly working with carriers and digital channel partners to offer the latest channel capabilities.
We have released new capabilities for Apple Messages for Business, which enables businesses to easily connect with Apple users across multiple devices. The messaging channel already includes interactive features such as list pickers and time pickers, but now, Webex Connect also offers the ability to ensure messages with URLs are automatically delivered as rich links, which provides a preview of a URL’s content when it is posted into the chat. This feature enhances customer interactions by providing relevant information in a more visually appealing way.
In addition, Form Messages are now supported, enabling the creation of rich, multipage interactive flows for iOS and iPadOS users. These are helpful for managing triage flows, conducting CSAT surveys, and facilitating account creation or service sign-up interactions. With these innovative features, businesses can create more interactive and engaging experiences for their Apple customers.
We have also brought enhancements to other messaging channels such as streamlining the process of launching Google Business Messages and adding support for the WhatsApp Business Messaging Cloud API, which offers higher throughput, reduces onboarding time, and provides quicker access to new messaging capabilities. In addition, the registration process for deploying 10DLC campaigns has introduced the option to upload multimedia and support additional attributes during campaign creation as well as tooling to streamline the migration process for partners who are transferring their numbers to Webex Connect.
Along with updates to messaging channels, we have also enhanced our voice offering. While voice flows could be configured via the flow builder, developers can now build custom voice applications via APIs and can leverage a new Call Transfer node to enable deeper integration with other voice applications. These enhancements give users more options in how they implement voice to engage with their customers.
Enterprises have many different needs, and during periods of high demand, they need to prioritize their activities within their contracted capacity. To address this, Webex Connect has introduced new Flow Concurrency Controls. With these controls, enterprises can prioritize capacity for important activities when experiencing periods of high demand. By setting execution limits and monitoring flow health, enterprises can reserve execution capacity for mission-critical activities and ensure smooth interactions with customers.
In addition to flow concurrency controls, Webex Connect has also introduced simplified controls for cross-journey context management through short-term storage of information. This capability makes it easier for clients to preserve information across customer journeys/interactions to better create personalized experiences for customers.
To help enterprises comply with regulatory requirements, Webex Connect is enriching its Contact Policy application to automatically handle de-provisioned numbers in the US. The application centralizes the capture and management of customer opt-in/opt-out and channel preferences to ensure communications are only sent to customers granting consent.
These new features are part of our ever-growing portfolio of tools that help enterprises manage communications, ensuring smooth and uninterrupted interactions with their customers.
Webex Connect offers robust NLP, NLU, and AI capabilities that allow for scalable conversational automation, either using our native bot capabilities or through integrations to third-party engines.
Generative AI presents significant potential for improving productivity and we are taking a pragmatic approach to how it can be used to deliver value. We are complementing our in-house AI functionality with Large Language Models (LLM) and other advances in generative AI, including ChatGPT. Security and scalability are key requirements for enterprises, and by integrating with ChatGPT APIs via Microsoft Azure we are able to launch purpose-built AI features in Webex Connect that ensure data privacy and security.
We’ve announced our plans to launch our “summarize text” node within our low-code flow builder, which allows users to easily summarize any long-form text in new or existing journeys. A great example of how to apply this node to deliver CX value is facilitating contextual handover from digital channels to agents. When a chat transfers from a bot to an agent, the agent will have immediate access to a summary of the interaction. In just a few sentences, the agent will be able to understand the context of the interaction which will enable agents to resolve problems and address issues quicker.
Our ‘evaluate’ node is a powerful serverless compute service that is available within our low-code flow builder. Recently, we have enhanced the ‘evaluate’ node to provide even greater functionality. Users will now be able to describe the function they want to perform, and generative AI will interpret it and return the appropriate code. This capability makes it easy for non-IT specialists to create, update, and iterate journeys, reducing the dependency on limited IT resources.
We are also bringing generative AI to our marketing application, Webex Campaign, to quickly produce high-quality content with minimal human input. Users will now be able to create copy options for email subject lines that marketers and content creators can leverage to test and tune their campaigns.
In this blog, we’ve outlined some of the latest updates to Webex Connect that reinforce our position as one of the leading enterprise CPaaS solutions on the market. By continually adding to the platform, we’re able to power over two billion communication flow executions annually for some of the world’s biggest enterprises.
Our expert team is ready to help you understand how Webex Connect can improve your CX by enhancing customer engagement and service delivery while reducing costs.
Get in touch with us today to learn more.
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