Enhanced Customer Card

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:

• Unified customer profile and interaction history.

  • 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.

  • Equips agents with context to personalize service, reduce repetition, and drive faster resolutions.

• Enhanced agent experience:

  • Embedded customer data, interaction history, and agent notes.

  • Click-to-contact functionality across various communication channels.

• Designed to integrate with CXone Mpower applications.

For more information about Enhanced Customer Card, see:

• Configuring Enhanced Customer Card

• Element Descriptions, Enhanced Customer Card