CRM and Application Integration

Harness the power of voice and data systems to resolve customer issues more effectively and boost agent productivity.  Contact+ is an open, standards-based platform that integrates easily with most existing applications, data networks and back office systems including CRM, knowledge bases, ordering, payment and financial systems.

Integration benefits include:

  • Increased agent productivity
  • Better customer service
  • Enhanced management capability
  • Holistic system-wide reporting

Integration can be performed for:

  • Contact routing – destination and priority
  • Screen pop – display the relevant screen for the agent
  • Call recording search and play e.g. store call recording reference in an activity record
  • Non-voice interaction content e.g. emails, SMS messages
  • Click to dial – automatically dial out by clicking on a telephone number

Integration can be performed in conjunction with both agent and automated services.