SFDC CONNECT
CRM INTEGRATION
The ability to integrate into a CRM database is a critical part of improving the efficiencies in the area of customer care. Being able to pop a database record automatically based on a callers CLI is a rudimentary requirement these days.
However much of the integration can go much deeper than that, for example:
- Pushing the contact database out to the telephone directory screen with search facility has been used to save on costly CRM licences where some users only need the directory of numbers.
- Embedding the CRM screen as a web page in the agent app to maintain supervisor and agent functionality
ONI has vast Directory and CRM integration and has developed a customer application for SalesForce.com which integrates with Cisco Contact Centre Express and screen pops the data base. It also embeds the Cisco Agent Desktop into the SalesForce.com GUI, dramatically improving easy of use and agent productivity.
For more information, please contact ONI today.