Open Forum

Hi Team,

We're in RFP for a Knowledge Management platform and are looking to use screenpop or similar to display help to the agent in Contact Centre. For this, I'd imagine we'd need vendor to access the live call feed to STT and provide knowledge base suggestions to the agent via screenpop.

Has anyone achieved a similar setup? Was it complicated?

Does one of the 8x8 APIs allow vendors to access the live recording so help can be offered? 

Love to hear your thoughts, 
Ben

We're planning on doing something similar in a year or two; due to various reasons we plan on sticking with 8x8's ICA partner - Cognigy as they seem to be able to provide something that looks like it will do the job. I'm not going to bet that they're the best to achieve the result though

David, looks like we're planning the same thing.

I have a demo agent setup in Cognigy which is able to handover to VCC. I am having an issue with the Handover state which I had Cognigy attempt to assist me with on Friday. I am thinking it's not getting a "Active" state from 8x8 when the interaction is accepted - but more trial and error is required first :(

Have you had any luck with Handovers and Queue Management in Cognigy yet?

Ben

This sounds a lot like like what our partner Awaken does, have you looked at our integration page?  

https://www.8x8.com/products/integrations

Cheers Sam, I have asked for a demo.

FYI I found this hidden on Awaken's website which you may find helpful - https://docs.awaken.io/ia/core/integration___awaken_copilot.html