Salesforce SmartConnect for Cisco Contact Center

• 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: AI NLP Omnichannel Chat, converses in 40+ languages, Advanced Reporting and Analytics, automatic call logging, dynamic customer search, OneClick to call instantly, call transfer support and custom cases support.

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.

• 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
• Matching callers instantly with existing records and searching them when required dynamically
• OneClick solution for agents to call a phone number by a single click once connected to CRM either from CRM and search console
• Smooth call transfers and conference call is also available with other agents and supervisors
• AI NLP Omni-channel chat solution includes: Webchat, email, SMS, Facebook, Twitter, mobile and WhatsApp
• Advance Analytics and Reporting

• 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

• SmartConnect supports UCCX Salesforce integration with version 11.x and above
• SmartConnect supports UCCE Salesforce integration with version 11.x and above. It also supports PCCE version 11.x and above
• Lightning Ready

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.

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 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.

Agents can change their state to ready, not ready or any other state directly from Maaz SmartConnect console.

Once the call gets ended, agents can select the single or multiple wrap-up reasons for actions against the call.

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.

Agents can directly see the availability of other agents or supervisors so that they can hook them for any help and support.

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.

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.

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.

• Omni-channel Availability: Deployment-ready for channels like WhatsApp, Facebook, Email, twitter, SMS, Web, Mobile etc.
• Multi-lingual: Understands and converses with users in 40+ languages globally.
• NLP chatbots: Human-like Natural Conversations: understands the context of the chat to have human like interactions with the customer.

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.