Webex Contact Center CTI Connector for Salesforce

Cisco’s open platform and architecture enables customers to leverage their technology investments, and seamlessly manage, consolidate, and connect their contact center to the business applications they use every day.

Benefits:

• Agents have contact center functionality embedded within Salesforce. No need to flip between apps. Improves first contact resolution.
• Unified reporting is available for contact center interaction with Salesforce interaction; no need to consolidate the data, which improves supervisor productivity.
• Automatic customer record screen pop allows agent to preview matching record details before accepting a call, reducing customer wait time
• Integrated workforce optimization, outbound campaigns, and predictive analytics give you everything you need for a high-performing contact center in the cloud