https://store-images.s-microsoft.com/image/apps.58790.73024979-9528-4251-99e4-9073dbae753d.aee3dbfc-0c08-47b2-898e-af39aa185168.77fc541a-5f51-4fcd-af02-2064d446dda1

Cisco CTI Connector for Microsoft Dynamics CRM

Expertflow

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.
  • Improv