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CTI-CRM Connectors to Maximize Agent Performance

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With Acqueon Lynx, contact center operations can be easily integrated to maximize agent performance and improve customer experience. Integrate CTI functionalities to create a blended environment – inbound or outbound.

Be Contextual With Salesforce

Using Cisco’s Finesse Based API (10.x and 11.x versions), the connector is tightly integrated with the Salesforce Lightning interface and also supports Classic view and Open CTI interfaces. It works on a blended mode to enable customer transition from one interface to another. As a browser-based integration with Salesforce desktop, agents have the flexibility to access the desktop anywhere and anytime. It also enables enterprises to capture contact center interaction data and improve agent productivity.

Gain The Competitive Advantage Using MS Dynamics

Built on the latest Cisco technologies, it provides complete CTI functionality to drive contact center efficiency through agent screen pops, real-time customer contexts, and an intuitive GUI. The browser-based integration on the MS Dynamics desktop allows enterprises to optimize customer interactions by placing relevant knowledge in the hands of the agents. It helps increase customer delight through proactive engagement solutions that work with CRM analytics.

Be Proactive And Get Personal With Servicenow

Leverage the power of the ServiceNow connector to create a blended environment for inbound and outbound. Built for Cisco UCCX, PCCE, UCCE, and HCS platforms, agents can access the application in a single window that combines telephony features and customer information with a simple user interface. It powers an agent to expedite searching service related requests with its pre-packaged solution. Combined with Acqueon flagship LCM, administrators can create advanced campaigns with micro-segmentation, prioritization, and scheduling of contacts.

Download Acqueon Lynx Brochure for MS Dynamics, Salesforce and ServiceNow

Features

Power your existing investments with a pool of features

Click-to-Call

Agents make outbound calls within the same desktop in a single click.

Inbound Features

During inbound calls, customer info pops up; auto search and match for existing or new leads.

Wrap-up codes

Select business outcomes for an inbound/outbound call using wrap-up codes.

Omni-channel integration

CTI connector for Salesforce supports omni-channel interaction capabilities for voice, SF email, and chat.

CTI Call Controls

CTI toolbar lets agents create call wrap-ups and view/answer calls via pop-up windows.

Agent State Controls

Manage, configure, and set custom state of agent as per business requirements.

Contact Activity Update

Mark business outcomes or telephony dispositions, wrap-up information and comments get updated to the CRM.

Screen Pop

Address customer needs using complete context provided by screen pops; edit records in real-time.

Supervisor Features

Silently monitor agents across multiple teams; view skill statistics and team-wise agent availability; track queue statistics for their agent teams.

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Technology Partners

 

Get ready to proactively engage
your customers

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