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Contact Center

Contact Center Experts

Maaz Technologies offers complete end-to-end contact center professional Services with Finesse Gadgets and CRM Integration.

 

Our experienced professional services team carries out complex deployments and out-of-the-box Cisco Contact Center customisations and CRM integrations.

 

We define and build solutions designed around your contact centre needs, enabling our clients to create customer-centred solutions enhancing their customer journey and minimising associated costs. We support these solutions through a range of tools including:

Finesse Agent Chat Gadget

Finesse Agent Chat Gadget

Agent-to-Agent and Supervisor-to-Agent Chat right from Finesse Desktop with complete marked history details.

Finesse Agent SMS messaging Gadget

An agent can apply several call wrap codes customised for every specific customer's needs along with the capability to mark to-dos marked right after the call closure.

Call Closure And Call Labelling Gadget

An agent can apply several call wrap codes customised for every specific customer's needs along with the capability to mark to-dos marked right after the call closure.

Finesse Agent Phone Diary

Enables Finesse agents to search names and numbers from the corporate directory embedded right into Finesse Client.

CRM Integration

Salesforce CRM Integration with Cisco Contact Center

 

Our integration with Salesforce CRM allows contact center agents to access Salesforce CRM right from the Cisco Finesse agent desktop which enables a range of benefits:

 

  • Agents can create new contacts, check contact details, view previous activities related to the contact, and create new activities without having to leave the Finesse desktop agent.

 

  • Agents can search for leads, customers and accounts from Salesforce

 

  • One Click calling to customers from the Finesse CRM directory.

 

CTI toolbar kit – Integration of Cisco Finesse agent call controls with any customer CRM.

 

This enables integration with any CRM for call control capabilities, which includes call transfer/conference, agent and supervisor. This can work within the customer CRM interface with a functional Agent Desktop.

Customised Reporting

Dashboard and Wallboards

 

Wallboard and dashboard customisation with prebuilt reporting tools, providing real-time and historical data mapping as desired, giving supervisors and administrators ease of use.