Cisco (UCCX,UCCE,PCCE) CTI Connector for integrating voice inside Unified Service Desk
The connector works as a CTI middleware and integrates Microsoft Dynamics CRM with Cisco Contact Center (UCCX, UCCE, PCCE). It enables a CRM user to log in as a contact center agent and handle voice calls, emails, and chats using the Unified Service Desk.
Because of using the unified MS Dynamics interface for handling both inbound/outbound calls:
- Average call handling time will decrease
- Improvements in the FCR and meet SLA.