ACTIVE_CRM Integration_landing_page

CRM Connectors
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)
Telephony and agent state controls linked to your CRM. Customer profile pop-up on call arrival, click-to-dial and a unified agent interface both for telephony/ media control and your CRM.

Deployable CRM Connectors

For the following CRM solutions, we offer finished CRM connectors that are integrated inside the CRM interface, either as soft client or (in the case of Microsoft Unified Service Desk) as heavy client):

Connectors to your CRM

We propose three alternatives to connect a callcenter to a CRM solution for which we don't have a ready-to-deploy connector

Screen Popup initiated by Finesse

The CRM customer profile pops up in a separate window or tab than the Finesse interface. The contact center agent switches between Finesse and the CRM. Function calls happen via client-side HTML.

Javascript CTI Toolbar

Telephony/ agent state toolbar embedded in the WWW-based CRM user interface. The embedded javascript connector provides both the customer information and the CTI controls in the same screen. 

Opensocial Gadget in Finesse

This connector embeds the CRM customer information screen into the finesse interface. This connector is possible for CRM Systems supporting the Open UI HTML5 framework.