CRM Integration

Terminology:

Term	Description
IPCC Express	Cisco IP Contact Center
CAD	Cisco Agent Desktop
CSD	Cisco Supervisor Desktop
CTI Server	Computer Telephony Integration Server
CTI Client	Computer Telephony Integration Client
CRM	Customer Relationship Management
ANI	Automatic Number Identification
API	Application Programmer Interface
CSR	Customer Service Representative

Cisco CAD is a fully integrated agent desktop application that provides CTI Client functionality that integrates to the Cisco CTI Server. This allows the coordinated delivery of a telephone call to the agents phone while delivering ANI and database information to the CAD. Upon the "ringing event" of the phone CAD has been programmed to execute an application to capture the ANI and present the information to salesforce.com. Salesforce.com provides a robust API that allows us to drive the necessary screens to expedite a caller's transaction.

In the following example CAD is logged in and in the “READY” state. The IPCC Express routes a call to the agent, the fields in CAD will populate with vital information on the call. As this is happening, the screen pop application will present the agent with a dialogue box prompting them to "Pull Information"(Figure B). We have integrated the pull box to enable the agent to accept the screenpop to prevent desktop confusion. In a real world call center an agent might hang up from a call and not complete the data entry. This will allow the agent to accept the screenpop when they are ready. This is not a requirement but is considered best practice. The agent then clicks the appropriate tab and the application queries the customer data base from the ANI of the external call.

Figure A:

Figure B:

The Call Center Agent will be presented with the customer contact information via CRM application. (Salesforce.com shown.) Now the Agent has the customer’s account information right in front of them. All of this took place prior to the first ring cycle of the phone. So when the customer connects with the agent, the agent knows who they are speaking with and they can access the account history.

In addition to having the ability to provide intelligent call delivery and screenpop to any Windows based application CMB has developed interfaces that allow agents to facilitate outbound dialing. An agent can mouse over any phone number on the agent’s CRM application, right click over a c telephone number and have the Cisco Agent Desktop automatically dial the number.

As mentioned before, IPCC Express and salesforce.com is a robust programming interface that will allow us to drive specific screens based on specific variable responses. For example; we have customers that query for account standings for every call. IPCC Express queries a database based on ANI and if the customer has any past due issues the call is routed to a CSR and IPCC Express will open the necessary account dialog box within salesforce.com that indicates to the agent of account standing for proactive measures.

The above example shows how Cisco Agent Desktop interfaces to salesforce.com in a hosted, ASP model. CMB has integrations to the following applications and we continue to add more:

• Oracle Forms
• Peoplesoft
• RightNow
• NetCRM
• Siebel
• MS CRM
• Saleslogix
• MS Outlook
• MS Outlook with Business Contact Manager
• Goldmine
• ACT