Save Costs, Raise Efficiency, Increase Revenue

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