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CRM Integration with Call Center Systems

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          For enterprise customer that wants to integrate sales and call center, Signify can provide added-on connector that integrates CRM with Call Center Systems, such as Asterisk, Cisco Call Manager (via SDK), and Avaya (via SDK).

The connector supports the following:

Inbound Call

o  Automatic Call Distribution (systems will check whether CRM user is currently logging in and will assign the call accordingly)
o  Caller ID Lookup and Customer Profile Auto-Screen-Pop
o  Call Log Prompt
o  Action Code
o  Link to Voice Recording File (click to playback the voice recording file)

Outbound Call

o  Telesales Target Lists
o  Click-to-Dial
o  Call Log Prompt
o  Action Code
o  Link to Voice Recording File (click to playback the voice recording file)

CRM Inbound Screen-Pop

Screen shows Lead Module that call center agent clicks to call, systems will auto-dial to the prospect as well as prompt to enter memo: what is being discussed and to choose for the next follow-up action (Action Code) after this call is hanged up.

Call Log Prompt and Voice File Playback

Screen shows Call Module that call center agent and supervisor can search and click to listen to the voice recording session, for audit as well as for quality improvement purpose.

Contact us today to learn how Signify can help you integrate CRM and Call Center.