UniAgent™ CRM-CTI Connector

CRM CTI Connectors for Cisco® Contact Centers

Deliver unique and personalized customer experience across all touchpoints and drive customer engagement

Enterprises are proactively working towards enhancing their Customer Experience strategy to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle. The end goal is to optimize interactions from the customer's perspective and, as a result, foster customer loyalty. As customer care evolves to multiple channels like web chat, SMS, and social media —there’s a need to offer a seamless and consistent experience to customers across all the channels.

Consilium customer experience management (CEM) solution - UniAgent™ offers you the right environment to efficiently manage each interaction and seamlessly deliver an Omni-channel experience to your customers. UniAgent™ lets you select the right channel at the right time, applying all relevant information and context to deliver a unique and personalized experience across the customer’s entire journey.

In production for last 10 years, Consilium UniAgent™ provides productized CRM integrations to Cisco® contact center solutions for more than 20+ CRMs, such as Salesforce, Microsoft Dynamics 365, Oracle Siebel, BMC Remedy, SAP Hybris, Sugar CRM, Pivotal, CA Service Desk Manager and more.

Voice Logger Integration

UniAgent integrates with Voice Loggers (Calabrio) allowing Contact Center agents to record communications with callers. The agent can start, pause or resume recording during a live call which can then be later used for quality improvement. The agent also has the ability to save Metadata using call notes.

Screen Pop

Know your customer in advance and improve First Call resolution. Screen pop allows contact center agents to access customer profiles as soon as an agent connects with the customer. The result is higher efficiency and more effective customer support interactions.

Click-to-dial

Click on any phone record and automatically dial using your softphone or handset. Thus, improve your efficiency by making calls with a single click from CRM.

Omnichannel Experience

Elevate your contact center, drive better business results and meet customers’ growing expectations by engaging with your customers across channels (Voice, Email, Chat, and Social) and enhancing the First Call Resolution.

UniAgent™ supported channel:

Email
Web Chat
Social Media (Facebook, Twitter, and LinkedIn)
Voice (Inbound and Outbound)

Features

Single Sign-on
Omnichannel Federation (voice, email, chat, and Social Media)
Voice Logger integration
Salesforce Lightning Experience (LEX)
Blended Call management
Creating seamless Omni-channel experience by enabling Task Routing
Connected and contextual experience using Cisco Social Miner
Displays agents’ real-time presence

UniXpert™

A light-weight CRM CTI Connector embedded within Cisco Finesse as a gadget, with a CRM view based on call events and workflows.

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Agents will continue to use Cisco Finesse Agent Desktop, with UniAgent Xpert™ CRM Connector as a custom gadget inside Cisco Finesse Agent Desktop.
CRM screen pop will be automatically triggered by UniAgent™ upon an incoming call ringing event or outbound call presentation, with key information presented inside the gadget, and a CRM screen pop will occur in a separate browser tab/browser window, or within the Cisco Finesse CRM gadget if required.
Call wrap up and all other call control continues to be within the Cisco Finesse standard call control gadget.