:::  CRM INTEGRATION  :::

CRM integration is an out-of-the-box integration enabler for packaging CCI with leading CRM applications and other knowledge base products. This enables our contact center and the third-party applications to be viewed and managed as a single application on the agent's desktop. Our rapid, robust integration capability is based on advanced CCI (Computer-to-Computer Integration) technology rather than Legacy CTI (Computer-Telephony Integration) technology.

Legacy CTI technology is a complex, expensive and often proprietary technology that strives to integrate the disparate worlds of computing systems and telephone systems. By contrast, CCI is based on open standards, such as Microsoft COM objects and XML, which are easier to use and which are well understood by a great many programmers. For these reasons, CCI leads to integrations that, when compared with CTI, are quicker to implement, can be performed by a much larger pool of programmers and are much easier and less costly to maintain.

Pre-Packaged Integrations with Industry-Leading CRM
Our integration solution comes complete with standard integrations for the leading CRM players. Configuring an integration is as easy as supplying a handful of parameters using a wizard-based setup tool. This simplicity offers significant time, cost and complexity savings versus a traditional custom integration project. The integrated solution maintains the complete functionality of both the agent softphone and the integrated CRM package.

This integration tool also allows configuration of multiple CRM applications if necessary. The CSR (Customer Service Representative) can switch among the applications by clicking on corresponding buttons within the toolbar.

During an incoming call to an integrated CRM system, the caller is identified based on information given during the call placement, such as the caller's telephone number or a customer ID collected in an IVR interaction. The CSR will then receive a screen pop of the call, which contains the caller's relevant record within the CRM system. All of this information is contained within a single application window. The fields within the CRM system are automatically populated with the caller's record if one exists. If no previous record exists, the agent can then choose to create one while in the call by populating the CRM fields. The next incoming call from that caller will then present that record upon receipt of the call.