CRM Connect
Integrating contact centres with CRM systems is becoming a necessity to enable customer queries to be resolved in one call as rapidly as possible. Integration often requires expensive professional services but with Geomant’s CRM Connect, integration with the top 3 CRM applications can be provided ‘out-of-the box’.
Solution Overview
CRM Connect provides telephony integration between Avaya Communication Manager through Avaya Enablement Services (AES) and the CRM manufacturer’s telephony interface where available and where necessary adds the telephony interface.
CRM Connect CTI enables the top 3 CRM systems:
- Salesforce.com
- Microsoft Dynamics
- Siebel
The following base functionality is provided for each system:
- Login/Out
- Agent state change (Ready, Not Ready, Wrap up, On Call)
- Screenpop using available information from ANI, DNIS or UUI when used in conjunction with Avaya Voice Portal
- Click to dial
- Visual display of softphone which include the following functions:
- Answer/hangup
- Hold/retrieve
- Transfer
- Conference
- Reason codes