Expertflow

Expertflow has deployed CTI connectors to various CRM applications. The agent can change his status (login/ logout, ready/not ready, accept/reject/transfer/conference call), and the caller's information (based on his phonenumber or a customer number that the caller enters in the IVR dialogue) is then displayed in the CRM application. Some of the deployed CRM integrations include the following:

• Siebel CRM
• Microsoft Dynamics CRM
• SAP
• Salesforce CRM
• ITS TABS (OSS/ BSS platform)
• Avaloq CRM (banking platform)
• Temenos (banking platform)
• HEAT CRM (from frontrange)
• Altitude Software, used as a CRM
• custom-built CRM applications

If your CRM application is not listed above, we can develop a customized connector for your application. A discussion on how to do screen-popup can be found here, and a discussion on how to do Voice Selfservice with your CRM application can be found here.

Integrating your CRM tool (for example Microsoft Dynamics CRM) and the Cisco Callcenter increase the capabilities and reach of these two tools. There are several points where you an integrate, each having it's own use case:

• Integration with CRM in the IVR Voice Self-service menu can help you taking optimal routing decisions - for example you can differentiate the priority and speed of answer for each type of customer. You can also allow the customers to retrieve certain information from the CRM on their own over a phone line - such as ticket updates. You can also generate automated IVR outbound outbound calls, so that the CRM can proactively inform the customer via a phone call of a certain event in the CRM workflow.
• The next use case is to generate a screen popup on the agent desktop. This will automatically display information on the calling customer in the CRM, reducing the talking time and providing relevant information to the agents. We believe this capability is a must in outbound callcenters - especially in predictive-mode campaigns, where the agent has to know whom he is calling and why
• The last use case is to route TASKS generated by the CRM to the agents. For example, in your CRM workflow, you might have the action of calling a client, or validating some information. This task can be then routed by the Callcenter to the agent as if it was a normal phonecall

The information following in this page discusses the second use case, ie how to generate screen-popup on the agent's screen.

Option 1: The Callcenter CTI application controls the CRM

In this option, the Callcenter CTI application (Cisco CAD) works as a main controlling application and invokes CRM pages on CTI events like ringing, answered etc. This option is cost-effective and secure, but allows for a unidirectional communication from the CTI to the CRM only.

Option 2: The CRM application controls the CTI toolbar of the callcenter

A CRM connector makes the CRM the master application, and the CTI toolbar will be embedded in the CRM application. The agent logs into the CRM application that automatically logs in the agent to the callcenter. The agent can see the CTI toolbar on the CRM, while browsing the CRM application exactly as a regular CRM user. This is a very powerful way if integrating, and requires only minimal training on the part of the agent, as he still only has one application on his desktop - the CRM.

Interested? Contact us via chat for a free online WWW-based demonstration of CRM integration options by one our consultants!