With CDC, agents are delivered caller information via CTI screen pop – name, location, service history and more – before they can even say “hello.” Users, tickets and items are created in real time, with no manual work necessary. Call information (and even recordings) can be archived in the CRM or another third-party application, platform, database or web service automatically, as soon as the call is finished. Simply put, it’s the easiest way to make your customers, your agents and your bottom line a whole lot happier.
Unique Integration Methodology
Priced per seat as a subscription, rather than an up-front capital expenditure, CDC combines a robust core engine with prebuilt connectors for leading CRMs, telephony systems and other critical pieces of the customer service puzzle. As a result, it can be deployed far faster – and with much higher reliability – than a custom system integration. Plus, if systems change in the future, CDC can simply be reconfigured by swapping out a connector, rather than replaced entirely.
Proven in many enterprise deployments across the globe, the core engine of the CDC telephony-CRM integration platform solution:
Optimizes performance by employing a service oriented and event-centric architecture
Employs and facilitates agile integration strategies and practices