ACTIVE_Salesforce

Salesforce: CTI Toolbar

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE), Freeswitch, FusionPBX

Integration between Cisco Contact Center and Salesforce CRM

Embedded CTI telephony and chat toolbar within SFDC with call and agent state controls, eliminating the need for agents to switch between applications – the Finesse UI is no longer required.

Customer information screen-pop

The caller account popup on call arrival happens based on the caller’s phone number. The caller’s number is matched with any of the SFDC Contact’s phone number fields and the popup takes place within the SFDC (Sales Force Dot Com).

CTI Call controls

Controls/buttons on the connector change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions.

  • Accept an incoming call.
  • Hold/Resume/End call.
  • Consult call.
  • Transfer call.
  • Conference call.

Agent State Controls

The CTI toolbar within Salesforce also allows the agents to manage their states. The following state controls are supported,

  • Ready
  • Not Ready
  • Login
  • Logout

Chat

Embed chats within SFDC using Expertflow's Chat framework, that can connect you to Whatsapp, Facebook Messenger, Viber, SMS .  Parts of a chat can also be automated by using Bots such as SFDC Einstein Bots, IBM Watson, Google Dialogflow, Microsoft Botframework, rasa.ai.

The advantage of the Expertflow approach is that you'll have a unified CTI state and queuing across all media, and that you can leverage your AI (Artificial Intelligence) capabilities such as NLU (Natural Language Understanding) not only for chat but also for voice.

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Hardware Requirements

Upto 50 agents 51-400 agents
Server Cores 2 Cores 4 Cores
RAM 4 GB 4 GB
Hard Disk 10 GB 20 GB

Software Requirements

Operating System Windows Server 2012 R2 64-bit or above