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| CRM Solutions/Integrations | |
Contact centers are not islands. Contact centers need to be an integral part of an organization’s business process and CRM strategy. This fact has always been a focal point when designing our solutions.
An open system that minimizes time and resources needed to integrate our products with internal IT systems by:
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Creating an extremely flexible system that can be extended with plug-ins to interface with any application
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Developing powerful plug-ins to fully integrate leading CRM products for complete turnkey solutions
 The result is a fully integrated product that allows the contact center software and data to interact directly from the CRM application interface. In this way the agent logs in, has all telephony functions, receives pop-ups and transfers contacts from a single user interface.
Outbound activities are also completely integrated making it possible to generate contact lists from the CRM database, manage callbacks, set call appointments and other activities typically associated with outbound campaigns.
The benefits of this approach are higher agent productivity, a single integrated data cycle, dynamic management and quicker response time.
Our standard integration plug-ins include:
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Revos
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Siebel Call Center
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SAP CRM
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Remedy
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Applix
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BroadVision
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SuperOffice
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PAT Help Desk Advanced
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Microsoft CRM
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Galyleo CRM
We also have a series of generic components that can be used to interface with applications through standard techniques such as:
• COM
• DDE
• XML
• Screen Scraping (As/400 and IBM 3270 terminals)
• TCP/IP
Contact crmsolutions@ifminfomaster.com and we will provide you with advice on the best way to integrate your contact center into your business. |
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