How to Install Verint EDM for Webex Contact Center

Overview

This document describes how to connect Webex Contact Center (CC) and Engagement Data Management (EDM).

Prerequisites

  • You must be a Verint Cloud customer and have purchased or subscribed to Verint EDM. If you are not a Verint Cloud customer already or have not subscribed to Verint EDM, contact info@verint.com  to start this process.
  • Your Verint Tenant account must be onboarded with the Verint Identity Service. If you are not currently using the Verint Identity Service (or you do not know if you are using it), contact your Verint account team or Customer Success Manager to request this or to verify that you are using it.
  • You must be a Cisco Webex CC Contact Center Administrator.

Install Verint WFM for Webex Contact Center

  1. Before connecting your EDM service with the Webex Contact Center, contact your Verint account team or Customer Success Manager to request that Verint prepare your tenant account.
  2. Once completed, Verint will assist you with the remaining steps to connect your EDM service with Webex CC.
  3. To initiate provisioning Webex CC to connect your EDM service, log in to your organization’s Webex Control Hub (https://admin.webex.com).
  4. Navigate to Apps > Service Apps.
  5. On the Service Apps page, select Verint EDM for Contact Center and Enterprises and select Authorize.
  6. Provide Verint your Org Name and ID from Webex Control Hub Account > Info.

Congratulations! You have successfully enrolled your Webex Contact Center application with Verint EDM. Once enrollment is complete, Verint will complete the process of integrating Webex CC with your EDM service.