Chat with Us!

WebACD Overview

 

WebEx Web Conferencing WebACD is a service offering that is designed to help support / service organizations enhance the customer-support experience. It provides customers with click-to-connect access to CSRs (Customer Support Representatives) via the web, introducing functionality such as chat, video, and application / desktop control. It gives a support manager the control of setting up multiple queues of various skill-sets, and to pull reports on CSR performance. The out-of-box WebACD service provides various buttons that can be placed on your website – via HTML – that provide the entry point for your customers.

For more information on the general functionality of WebACD, please visit http://university.webex.com.

SDK Overview

The WebACD SDK provides an environment where WebEx Web Conferencing partners and customers can enhance the base functionality of the WebACD product. By developing a third-party "plug-in", an organization can seamlessly integrate external systems and applications into the WebACD architecture. The most practical applications of this SDK are, but not limited to, the following:

  • Phone ACD Integration – Coordinate between WebACD sessions and phone ACD systems.
  • CRM Integration – Create and modify support tickets on-the-fly.
  • Web Site Integration – Enhance or create a customer-facing service portal.

WebACD SDK Integration Points

A plug-in can be developed allowing third-party applications tosubscribe to various events that occur at the WebACD Inbox level.

Allows interaction with the WebACD server via SOAP / XML calls to pull information and execute various actions.

A site level configuration that allows the overriding of WebACD's built-in routing functions, providing a means for third-part systems to take over routing control.

A site level configuration that allows the overriding of WebACD's built-in routing functions, providing a means for third-part systems to take over routing control.