This page is for administrators. If you're an agent, learn about using Enhanced Customer Card in CXone Mpower Agent Embedded.
Enhanced Customer Card (ECC) is a contact center-focused desktop solution designed to provide agents with customer information, interaction history and association, click-to-contact functions, and customer notes to help agents handle interactions
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
ECC extends the capabilities of the existing Agent Embedded experience by aggregating all customer interactions and data into a single, seamless interface. This solution ensures conversation continuity, enabling superior customer engagement. It includes the following features:
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Unified customer profile and interaction history.
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Aggregates all customer interactions across voice and digital
Any channel, contact, or skill associated with Digital Experience. channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. into a single view. -
Enables seamless conversations across channels without disruption.
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Equips agents with context to personalize service, reduce repetition, and drive faster resolutions.
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Enhanced agent experience:
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Embedded customer data, interaction history, and agent notes.
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Click-to-contact functionality across various communication channels.
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Designed to integrate with CXone Mpower applications.
For more information about Enhanced Customer Card, see:
