CRM Integration with Call Center Systems

Signify provides added-on connector that can integrate SignifyCRM with call center applications such as Asterisk, Cisco Call Manager, and Avaya (via SDK).

The connector supports the following:

Inbound Call

o  Auto-search customer’s phone number and display Customer Profile Screen (Screen Pop).
o  Prompt call center agents to log conversation.
o  Display latest/remaining customer cases for the agent to work with.
o  Links to Voice Recording File (supervisors can click to playback the voice recorder).

Outbound Call

o  Upload and manage Telesales target lists.
o  Click-to-Dial the prospects.
o  Prompt call center agents to log conversation.
o  Determine action code and trigger follow-up activities and workflow.
o  Link to Voice Recording File (to playback the voice recorder).