Interactive High-Performance Salesforce SmartConnect for Cisco Contact Centre | CTI, Omni-Channel, AI NLP Chat
Interactive High-Performance Salesforce SmartConnect for Cisco Contact Centre | CTI, Omni-Channel, AI NLP Chat
Interactive High-Performance Salesforce SmartConnect for Cisco Contact Centre | CTI, Omni-Channel, AI NLP chat
Salesforce SmartConnect for Cisco Contact Centre v1.7.0 is a solution that seamlessly connects Salesforce CRM with Cisco Contact Centre in the most incredible way possible. It unifies agents’ experience into a single user interface making customer interactions efficient and thus, resulting in higher revenues.
Key Attributes
Video of Maaz Technologies Salesforce CTI Connector
Descriptions
Maaz SmartConnect for Cisco Contact Center is powerful connector which streamlines contact handling by unifying all contact channels for the agents. This in turn makes the entire process incredibly efficient as the agent spends less time in switching between applications and can focus more on providing resolution to customers.
Maaz Technologies works thoroughly with Salesforce to integrate unique capabilities enabling companies to increase productivity, enhance customer experience and make better decisions to grow companies to new heights and achieve unthinkable.
Benefits
Features
Compatibility
Automatic Call Logging
The incoming user is Automatically identified and is highlighted to the agent with all the previous details of Customer.
When a new customer comes into CRM, it is also identified to the agent as a new prospect and is automatically logged into CRM as a new potential business lead.
Click to Dial
Agents can search and click to dial any user directly from CRM and they can also dial and search any customer directly from Maaz SmartConnect console.
A single click on a phone number in CRM is all that is needed by agent to place a call.
Complete Telephony Functions
Complete suite of telephony functions in the Maaz SmartConnect console, including call dialing, Music on hold, Direct Call Transfer, consult Transfer, Call Conference, Team agent and supervisor status, direct dial-out to team agents and supervisor.
Agent State Control
Agents can change their state to ready, not ready or any other state directly from Maaz SmartConnect console.
Call Wrap-up Reasons
Once the call gets ended, agents can select the single or multiple wrap-up reasons for actions against the call.
Call Transfer/Conference
Agents can transfer an incoming customer call to any other agent, supervisor or any other contact. Both consult transfer and direct transfer methods are supported. Agents can also do call conference with incoming customer with other agents, supervisors and any other contact.
Team Visibility
Agents can directly see the availability of other agents or supervisors so that they can hook them for any help and support.
Supervisor Controls
Maaz SmartConnect intelligently identifies between agent and supervisor, and when supervisor logs into the console, it details additional team control features like changing the states of agents, silent monitoring, barge etc.
Omni Channel Capabilities
SmartConnect is designed to bring instant and pleasant communication between the client and the organization, using many chat channels including (WhatsApp, Facebook, Webchat, Twitter, Mobile App, email, SMS etc.)
Maaz Technologies SmartConnect works with Native Omnichannel of Salesforce along-with CTI capabilities of Cisco. It dynamically swaps between Cisco CTI and Salesforce Omnichannel once a chat or call request is received in either of these. If the chat is received from Salesforce, the agent is automatically changed to “busy” status in Cisco, or vice versa. The agents can also select from which one to receive requests either calls through CTI or chats through Salesforce Omnichannel.
Advanced Intelligent chat routing and Queuing Capabilities
SmartConnect provides advanced chat and routing capabilities based on parameters defined by the organization. ICM recognizes customer identification from on chat arrival and correlates previous chat events in CRM for reporting. Live agents can handle multiple conversations simultaneously and transfer images to and from the customer, including the customer’s camera on his/her Mobile Phone.
Visualization and Analytics
SmartConnect gives 360-degree insights into customer interactions with chatbot, and agents through visualizations. Administrators and Supervisors can view the metrics and analytics. These analytics are extremely valuable for companies in driving sales revenue, and to better understand the customers feedback about the company’s products and features.