Workforce Scheduling Software in the Cloud
In the past, integration of premise-based call center technology like Avaya or Nortel and premise-based CRM software like Siebel or PeopleSoft was a challenging task that required a systems integrator and many months of effort to provide basic integration capabilities. Today, an increasing number of companies are moving from premise-based technologies to cloud computing platforms, which are known for providing out-of-the-box solutions that don't require up-front capital investment or lengthy integration and implementation cycles. Our call center software that is pre-integrated with leading on-demand CRM solutions specifically to provide a robust and predictable migration path for companies to take advantage of the benefits that cloud computing can provide.
CRM Integration Benefits
Integrated on-demand call center software and CRM allows employees in virtually any department to increase their productivity when using the combined solution. Customer Service and Support representatives can see relevant information about callers as soon as the call arrives, and automatically log notes about each call they handle. Sales and Marketing teams can leverage the power of integrated campaign management, calling list maintenance, and predictive dialing to generate more qualified leads and effectively maintain contact with existing leads. And, Finance and Collections departments can improve communications with customers.
CRM Integration Features
- Screen Pop: Once a call is delivered to an agent, the system can open an appropriate contact, case, opportunity, lead, etc. Since agents have the information at their fingertips, they can handle calls more efficiently and effectively.
- Click to Dial: Each phone number in Leads360, NetSuite, RightNow and Salesforce.com becomes a clickable link that will instruct the call center system to connect the user to the number. Employees can be more productive as they no longer need to type in phone numbers.
- Call Activity History: All calls and call notes are automatically saved for the appropriate record in the CRM application. Employees no longer need to waste valuable time manually recording each call they make, increasing their available time for customer service or revenue-generating activities.
Cloud APIs are an integral part of our Cloud Computing Platform, enabling advanced software integrations between our call center software and other enterprise software applications. The Cloud APIs consist of a CTI WebSolutions API that is designed for computer-telephony-integration on the desktop and a Configuration Web Solutions API that is designed to integrate the common call center administration functions such as adding agents, configuring skills, adding new leads to lists, managing campaigns, and more.
Integration with Salesforce.com
The Adapter for Salesforce provides robust call center features within the Salesforce application. Salesforce CRM is the leading on-demand CRM solution, used by sales service and support teams around the globe. This integration is based on the Salesforce CTI Toolkit and works with Salesforce.com Unlimited, Enterprise and Professional editions. It provides call center capabilities built directly into the Salesforce.com user interface, including screen pop, click-to-dial, call notes, voicemail, call scripting, and more. Both Internet Explorer and Firefox are supported.
Integration with NetSuite
The Adapter for NetSuite provides an integration with NetSuite. NetSuite is unique among on-demand software solutions in that it provides a single unified system to manage an entire business. NetSuite users can add an integrated on-demand solution to manage their customer communications across the entire company. The Adapter for NetSuite is an Internet Explorer add-in that enhances the NetSuite application with call center capabilities like screen pop and click-to-dial. Additionally, NetSuite Campaigns can be imported into Lists for dialing. Finally, the IVR can also look up information in the NetSuite system to make routing decisions or communicate important information in self-service applications, such as order status or shipment details.
Integration with RightNow
The Adapter for RightNow provides an integration with RightNow, an industry-leading on-demand CRM solution that provides advanced knowledge base and customer experience management tools across media channels such as email, chat, and voice. This integration a telephony toolbar inside the RightNow CRM application, supporting screen pop, click-to-dial, and call notes.
Integration with Leads360
The Adapter for Leads360 provides an integration with Leads360, an industry-leading solution that enables sales organizations to manage the entire lifecycle of their leads. Coupled with predictive dialing, sales teams can increase their productivity by reaching new leads faster and driving more opportunities from archived leads. The Adapter for Leads360 is an Internet Explorer add-in that enhances the Leads360 application with call center capabilities like screen pop and click-to-dial, and the integration also includes advanced lead workflow management using campaign call results data.