Context Service
Cisco Context Service is a cloud-based, omnichannel solution. Context Service captures customer interaction history and provides flexible storage of the customer interaction data across all channels (including voice, chat, email, and Internet of Things).
Context Service provides an out-of-the-box integration with Unified Contact Center Enterprise. You do not need to install any additional components. With Context Service integrated with your contact center, agents can access a customer's previous interactions with your organization. Context Service provides this information to your agents through the Customer Context gadget in the Cisco Finesse desktop.
Context Service provides a flexible data store for storing customer interaction data. You can define what data you want to store and how to store it. Cisco hosts and manages the service, eliminating the need for your organization to deploy and manage servers. Your organization owns the data, even though it's stored in the cloud. Your organization controls access to sensitive data. Cisco partners cannot access protected data unless you grant them access.
The Context Service object stores context data:
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Customer data—Describes who the customer is and includes information such as name, address, and phone number. A Customer provides a way to link personally identifiable information (PII) with a customer ID. It can link to an existing data store that contains your customer data with key fields, such as name or account number, stored in Context Service. The agent's desktop displays these details in the Customer Context gadget.
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Activity—Describes a specific interaction associated with a customer or request. An activity reflects one or more steps in the customer journey. Activities tie together all objects within a particular customer journey. For example:
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VRU menu that a customer selects.
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Notes made by the agent.
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A website URL that the customer visited.
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Chat metadata.
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Request data—Describes what the customer wants. Requests are about one or more customer interactions for a specific issue. The request reflects the customer's view of an issue, indexes the customer journey and interaction, and groups related requests together. For example, a customer goes online to make a credit card payment and runs into an issue. The customer decides to call to make the payment instead. The separate requests represent the two interactions but belong to the same request (making a credit card payment).
The following contact center components integrate with Context Service:
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Cisco Unified CVP—Looks up customer and creates or updates activities for every voice call.
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Cisco Enterprise Chat and Email—Creates activities for every nonvoice chat and email task.
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Cisco SocialMiner—Creates customer records for every Task Routing task.
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Cisco Finesse—Contains the Customer Context gadget where agents can view and update customers and activities for the tasks that they handle.
For more information about Context Service, see Cisco Context Service Help Central at https://help.webex.com/community/context-service.