CRM Integrations
RightNow Technologies
Our newest integration with RightNow Technologies provides call control within the RightNow interface. This allows for agents to make and take calls without ever leaving the application that they are working from.
Some of the features available from the RightNow interface:
- Click to dial
- Call pickup
- Disconnect
- Hold
- Transfer
- Conference
This integration also provides screen pops for phone interactions. Contact information will automatically pop into the RightNow client if matching data is already entered in their system. If there is no matching data, the agent will have the ability to add the information during the transaction, immediately below the call control bar.
Salesforce.com
The Salesforce.com integration provides call control from within the Salesforce.com user interface. There are two versions available for a user, the ACD version for screen-popping in a contact center and the lower cost non-ACD version for business users.
The Salesforce.com Connector will provide call control including:
- Click to dial
- Call pickup
- Disconnect
- Hold
- Transfer
- Conference
All from within the Salesforce.com user interface.
Through our presence management integration, Users may also update their current status right from the Salesforce.com interface, giving them the value of presence management tied directly into their phone and CRM operations. Features include:
- Faster transaction times
- Easier navigation
- Users may set presence statuses from a pull down menu in their Salesforce.com interface
- Screen pop on inbound calls, enabling display of information such as contact records
- Integrated call history
- Ease of use in creating and transferring to conference calls
Astute Solutions
Astute Solutions’ CRM, knowledge management and contact center software and services help companies build and strengthen customer relationships while creating significant value through each interaction.
The company’s ePowerCenter Interaction solution fulfills the urgent need for a completely integrated solution for managing contacts, issues and interactions in the most efficient and effective manner possible. It seamlessly joins the advanced customer relationship management (CRM) functionality of the company’s ePowerCenter solution with Customer Interaction Center. The result is an array of new multi-channel interaction management, telephony, and call control capabilities.
With ePowerCenter Interaction, ePowerCenter users gain a single interface with embedded controls for managing and tracking phone, fax, email, and Web-based interactions; managing and viewing status; transferring and escalating calls; and more. They instantly receive information about the caller and case via screen pop and combined case/call transfers. And with just a mouse click, they can initiate calls, chat sessions and other communications. ePowerCenter Interaction provides:
- Extensive call controls and presence management embedded within the ePowerCenter desktop
- Queuing and routing via multichannel ACD engine
- Screen pop and caller preview with address search and customer history
- Combined case and call transfers
- Point-and-click outbound dialing, direct from a case window
- Auto-attachment of voicemail and call recordings to case records
- Integrated Interactive Voice Response (IVR)
- Integrated surveys with auto-attachment to case records
In addition to reducing interaction costs and improving efficiency, the solution boosts agent and contact center performance for improved customer satisfaction and retention. In addition, reporting, system management and upgrades are simplified.
Onyx
The Interaction Center Application Connector for the Onyx Enterprise Portal provides for screen-pops and embedded call control within the Onyx Portal. We support Onyx 4.X, 5.X, and 6.X. Features include:
- ActiveX: The Interaction Center Application Connector for Onyx Enterprise Portal is an “always on top” ActiveX object which is inserted into a static frame in the Onyx user interface. The connector provides the following functionality:
- Screen Pops: When a call is alerting at the client, the connector will pop
- Call Controls: Pickup Call - Release Call - Make Call - Place Call on Hold - Blind Call Transfer - Consultative Call Transfer – Conferencing
Remedy
The IC Integration with Remedy provides screen pop integration between Interactive Intelligence Customer Interaction Center (CIC) and the Remedy Action Request System. We currently support Remedy versions 4.x-7.x. Features include:
- Configurable Screen Pop: The connector is built to receive data about a call from the Interaction Center, e.g.customer account number. This data is then used to execute a screen automation macro that has been programmed into the Remedy Client.
- Generic Attributes: The Remedy Screen Automation is designed to pass an unlimited number of data values to the Remedy client via the Remedy macro. The Remedy Application connector retrieves the data values via the call attributes stored in the Interaction Center server. The data values can be assigned by the IVR, set based upon user input or set based upon data retrieved from another source.
- Remedy Client Macros: The Remedy client provides the ability to define screen automation macros. These macros are very simple to program and provide no constraints as to what screens can be popped and what data can be pre-filled on the screen.
IC Integration (IVR) with Remedy
The IC IVR Integration with Remedy provides backend access to Remedy data repository through Interaction Handlers. This allows callers to access information stored in Remedy and have the data played back(text-to-speech) over the phone.
Heat
The IC Integration with HEAT provides screen pop integration between Interactive Intelligence Customer Interaction Center (CIC) and HEAT. We currently support Heat versions 7.X & 8.X. Features include:
- Configurable Screen Pops: The following functions will be enabled in the HEAT DDE Server. The data for these values is collected as the interaction is being processed by CIC. When the value is passed to the desktop, the HEAT Application Connector will pass the data to HEAT and the screen pop pre-filled with data.
Siebel
The IC Integration with Siebel combines the functionality of the Interaction Center’s Client into the Siebel Web or Thin Client. Currently we support version 7.x & 8.x. Features include:
- Configurable Screen Pop: The base connector is built so that it can send any combination of ANI and 10 user defined data elements (collected from the caller by the Interaction Attendant) to the Siebel client. This design allows you to implement a screen pop that is rules driven and can be configured uniquely for each incoming trunk group.
- Time in System: When a call is sent to an agent, the time the call was in queue will be displayed in the Siebel client and the on call time clock will start running.
- Log In/Log Out: Agents can login and out of Interaction Center as a local or remote client.
- Agent Status: Agent Status in Interaction Center linked to Agent Reason Codes in Siebel.
- Multiple Calls: Agents are able to administer multiple calls in progress.
- Switchover Support: Ability to switchover Agent connection to backup server on a Switchover.
- Call Controls: Pickup Call - Multi-way Conferencing - Release Call - Blind Call Transfer - Make Call - Consultative Call Transfer - Place Call on Hold
IC Integration (IVR) with Siebel
IC IVR Integration with Siebel enables Interaction Handler access to Siebel’s Data repository. This allows callers to access information stored in Remedy and have the data played back (text-to-speech) over the phone.
SAP ICI & SAPphone
The SAP connector integrates Interaction Client into SAP. We now offer "phone-only" with SAPphone, or ICI which is multimedia: phone, email, web chat and action items (generic objects). Features include:
- Configurable Screen Pop: The base connector is built so that it can send information gathered about a call by the Interaction Center to the SAPphone Layer. SAP can be configured to branch to different application functions.
- Agent Status: Ability to display agent status in Interaction Center is displayed in SAP.
- Agent Login: The Agent will be able to have any number of calls in progress.
- Call Controls: Pickup Call - Drop Call - Make Call - Place on Hold - Consult Transfer – Conference - Blind Transfer
One application allows us to handle all media types in the same place. Server side installation means no individual installations – reduced deployment time and costs. The connector is dependent upon the business process of the client.
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