CRM & application integration

The modern business environment is one involving a wide variety of technologies and applications and it is essential that the various elements of a complete solution work closely together in order to extract the maximum level of efficiencies and productivity gains.

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, Helpdesk, ERP and Financial systems.

Contact+ also works in conjunction with existing telephony infrastructure, network operators and telephone numbers, giving clients the option of leaving legacy voice systems in place (with all their trunks, extensions and VoIP connections) and simply connecting them via SIP to our on-premise platform or cloud services. 

In this way, Contact+ users can preserve the value of legacy investments in infrastructure and systems while benefiting from a modern, dedicated Communications Management platform.

Microsoft integration

Although Contact+ integrates with various applications from many different vendors, it has special benefits for Microsoft 365 users.

Users can utilise the familiar Teams desktop interface to access all the Contact+ omni-channel features without the need for the Contact+ native user module, thereby simplifying the user’s screen.

The integration of Contact+ with Dynamics can be used to richly enhance Contact+ features such as the ability to route calls to the most appropriate resource and to make interaction data such as call recordings available to Dynamics users.

A user interface to Dynamics data can also be created within the Contact+ user desktop or Teams environment, reducing the number of interfaces required and removing the need for users to have to switch between screens to perform their work.

Contact+ uses directories to maintain information on both internal users of the system and external customers. Integration with Microsoft Active Directory provides Contact+ with internal user information, and integration with Dynamics provides the customer information.

Further integrations with Microsoft applications form an integral part of the Contact+ development roadmap.

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