CRM Integration

Improve agent productivity and customer satisfaction

  • Popup customer information present in CRM when an incoming call is answered.

  • Helps agent to view all the customer interaction history without any delay that significantly improves customer experience.

  • Improved call resolution time.

  • TxTalk with built in screenpop window is all that is needed by agents for accessing CRM.

  • Configure screen popping rules based on customer number, queue.

  • Automatic agent notifications providing a quick summary of customer or case.

  • Trigger events based on the information submitted by agents. For example, when a new ticket or lead is created, automatically queue a call for agent to follow up.

  • Assign priority to calls/emails in the queue based on the ticket priority when used in a ticketing system.

  • Preferred agent routing helps to route the customer to the right agent based on various parameters ensuring calls are handled quickly and efficiently.

  • Automatically present the call disposition page to the agents when the call ends.

  • Push any details related to any of the channels(call/email/chat) that the agent handled to CRM.

  • Click2dial feature helps the agents to make an outbound call right from the CRM page.

  • Transfer the customer information along with the call to the second agent when a call needs to be transferred.

  • Screenpop can be configured based on any information such as customer number, account number, leads, opportunity, cases,interaction records.

INTEGRATION SUPPORT

Supports built in Connectors to various systems