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.
We propose three alternatives to connect a callcenter to a CRM solution:

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.

Embedded Connector

Telephony/ agent state toolbar embedded in the CRM user interface. The embedded 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 framework.

CRM Connectors