Since not every company is the same and therefore not using the same services, we are able to provide an extension for any other service that your company might have and that, always for a fixed price.īut the Extension Window offers more, it is also a portal for the Agents to set-up or engage Conference Calls, Add Call Classifications and safely Transfer a call. Most common services are Microsoft Dynamics, SalesForce, Oracle and TOPdesk. With our CRM and Back Office extension it is possible to connect to any of your CRM and Back Office services. When the caller is known the CRM data is presented to the Agent at the same time as the call, the Agent does not have to search for it saving valuable time for both Caller and Agent. (for example ask for the Customer ID or contract number), or by both when the Caller ID is not recognized. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. The Caller is identified based on the Caller ID, or by Caller input via an IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. and CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers., or any other system, might significantly improve the service provided to a caller and the productivity of the Agents or Supervisor. They are interconnected and can all be managed from one central location. for each department or regional office) or hundreds of UCC’s (e.g.
An UCC can be visualized as a contact center “micro service”.
Agents can belong to one or several UCCs and can have multiple skills (competencies). Each UCC has its own settings, IVR menus and Agents. Please contact your Sales Representative to confirm whether the plugin is included with your license and/or installation.Īn interface between a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Note: This feature requires an additional plugin.
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