A browser based Computer Telephony Integration Integration solution with Cisco Finesse that opens Microsoft CRM caller account information in a browser tab. The agent continues to use Cisco Finesse Agent Desktop for call handling but switches to CRM browser tab to view/update account information or call activity.
Caller Account Popup on Call Arrival
The caller account information is displayed in a browser tab as call arrives on the Cisco Finesse Agent Desktop. The agent will have to switch between the two browser tabs for call controls and for CRM related activities.