Customers using SAP in a Cisco (UCCE or UCCX) environment can embed its telephony controls into the SAP agent desktop. Incoming calls are routed to agents who can view the caller’s data on their desktops.
Connectors
Kcom’s CRM connectors display inbound caller information in a unified application.
Product at a glance
- Single agent desktop voice and data control
- Pre-built connectors for Lagan, Orchard and SAP
- Extend the Kcom connector framework to suit your needs
Our CRM connectors have been built for Cisco environments with the latest CRM tools. They provide a unified agent desktop for both voice and data with minimal integration and disruption.
Telephony toolbars and controls can be embedded into the existing CRM environment, or the manufacturer’s desktop can hold the CRM functionality. In either case, the agent is presented with a single screen for data and voice control.
We offer a number of pre-built, easy-to-install CRM connectors for Lagan, Orchard and SAP. If you need something more specialised, we can adapt or build for other environments too – just let us know your requirements and we’ll be happy to help.
Callers using Skype are routed to the agent desktop. A connector using the manufacturer CTI (e.g. Cisco CTIOS) routes the call and data to an available agent.
Customers using Orchard CRM in a Cisco environment can embed its telephony controls into the Orchard agent desktop. Incoming calls are routed to agents who can view the caller’s data on their desktops.
Incoming calls are routed and controlled by a Cisco desktop toolbar which automatically screen-pops the Lagan data.
When Transparency Meets Customer Contact
Downlaod the Kcom and CCA report on the future of service to 2016
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