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  Product Catalog: Cisco: Customer Collaboration: Options for Contact Center Solutions  
Additional Information
Cisco Unified CRM Connector (Cisco)

Use Cisco Unified CRM Connectors to integrate your third-party customer relationship management (CRM) applications with Cisco Unified Contact Center solutions. Integration enables agents to use the third-party CRM user interface to deal with all customer interactions. When a new call arrives:

  • CRM information is retrieved by phone number, interactive voice response (IVR), or agent entry and appears in a popup on the agent's screen
  • Calls can be routed, conferenced, or transferred from the CRM screen
  • Activity is logged for incoming and outgoing calls

Cisco Unified CRM Connectors provide out-of-the-box support for popular CRM packages. Agents can place, receive, and transfer customer interactions with full, real-time access to third-party CRM customer data, thus saving money, increasing revenue, improving monitoring, and enhancing customer service.

Important features and benefits include:

  • Automatic logging of inbound and outbound call events into the CRM application
  • One-click dialing for ease and accuracy
  • Reduced call time, faster call resolution, and efficient call processing
  • A full view of the customer information, allowing for a more personal interaction
  • Sales data and detailed business information on screen, empowering representatives to cross-sell and up-sell
  • Proven integration between Cisco Unified CRM Connectors and third-party CRM applications, assuring companies of an efficient implementation and a lower total cost of ownership

Data Sheet
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