Integrations
Process Integration
Configurable integration with CRM, ERP, and ticketing systems.
- Integration
- Workflow & Process Integration
- Connectivity
- REST, SOAP & Backend Systems
- Use Case
- Automation & Business Processes
Key benefits
Higher Customer Satisfaction
Serve customers faster and avoid unnecessary transfers.
Provide relevant customer and case data directly during the interaction.
Higher Employee Satisfaction
Reduce time-consuming data searches and manual process steps.
Automatically provide relevant information at the agent desktop.
Optimized Service Processes
Control routing based on business processes, customer data, and SLA requirements.
Automate recurring workflows and write data back consistently to backend systems.
Features
- Business-case routing based on existing customer data
- Backend integration via REST, SOAP, and other APIs
- Cascading API requests for complex data requirements
- Routing objects integrated into the graphical Callflow Designer
- Connection to multiple backend systems simultaneously
- Click-to-dial from CRM, ERP, and business applications
- Last-agent, VIP, and SLA-based routing
- Automatic write-back of call and process data to backend systems
- Automatic retrieval of order, ticket, and other case information