Salesforce SmartConnect for Cisco Contact Center

Interactive High-Performance Maaz Technologies Salesforce SmartConnect for Cisco Contact Centre | CTI, Omni-Channel, IVR, ACD.

Interactive High-Performance Maaz Technologies Salesforce SmartConnect for Cisco Contact Centre | CTI, Omni-Channel, IVR, ACD 
 
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.

SmartConnect Highlights

  • Maaz SmartConnect solution has an instinctual interface where agents can handle voice, case, email and all omni-channel interactions seamlessly within Salesforce, eliminating the need of using multiple applications and thereby increasing teams’ efficiency.
     
  • Helps in improving customer experience as it immediately recognizes inbound/outbound callers, reduces average handle time (AHT), streamlines case management and also optimizes caller routing so that each customer is put in touch with the right agent every single time.
     
  • Increases productivity by intelligently switching between omni-channels and cisco connector. Few other features that are worth mentioning are: OneClick to call instantly, automatic call logging, dynamic customer search, call transfer support and custom cases support.

Video of Maaz Technologies Salesforce CTI Connector

Descriptions

Maaz SmartConnectis 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 closely with Salesforce to integrate all capabilities as soon as they’re available enabling companies to increase productivity, enhance customer experience and make better decisions to grow companies to new heights and achieve unthinkable.

Benefits

  • Replace screen switching with instinctual interface
  • Make the call-handling process efficient by identifying callers, displaying their information in automatic screen pops and routing them to the right agents
  • Match callers instantly with existing records or access searches rapidly
  • OneClick solution for agents to call a phone number with a single click once connected to CRM
  • Get CUIC reporting of all agents’ activity, automatically saved into CRM
  • Smooth call transfers and conference call is also available with other agents
  • Omni-channel support includes voice, chat, email, SMS, Facebook, Twitter, Line and WhatsApp

Compatibility

Cisco UCCX 11.x and above, Cisco UCCE and Cisco PCCE 11.x and above

Features

  • Automatic Call Logging
  • Click To Dial
  • Complete Telephony Functions
  • Agent State Control
  • Call Wrap-up Reasons
  • Call Transfer/Conference
  • Team Visibility
  • Supervisor Controls
  • Omnichannel Integration