Mediator provides for communication (exchange of data and events) between contact center and customer management system (CRM). The application server Mediator is mostly suitable for companies running Cisco Unified Contact Center Enterprise Edition or Avaya Contact Center with SAP CRM. Mediator's integration capabilities are not limited to these scenarios only.

Mediator is a keystone of boosting efficiency and performance of agents and of the entire contact center since it integrates management of customer data and customer interaction to a single process that uses unified user interface. This means that, for example, on incoming call, Mediator transfers caller's or business partner's identification to the CRM system, which enables the display of additional information about the caller even before call's acceptance by the contact center's agent. In case of Cisco contact center, Mediator also allows for routing calls to agents on the basis of data stored in the CRM system - for example, using generated revenue by the customer as a determinant. Having Mediator deployed, nothing stands in the way to extend the integration scenario to include other 3rd party applications. The benefit of including, for example, a call recording system into the integration would be that call recordings would be available directly from CRM desktop - in the client's contact history.

• Call / Agent state controlled directly from the interface of SAP CRM - CIC
  • No need to install and work with a stand alone agent desktop application
  • SAP CRM window pops up on incoming call if the agent is working with another application
    
    
• Data requested from or stored to CRM database by IVR while calls are in IVR session
• Calls assigned to agents on the basis of the revenue generated by the caller, or similar
• Caller's identity confirmed by entering a PIN code
  
  
• Call routing using Cisco Application Gateway and CRM data
• Calls assigned to agents on the basis of the revenue generated by the caller, or similar
  
  
• Universal communication with SAP system using RFC
• Reading and writing data from/to SAP CRM
• Storing call back requests to SAP CRM
• Providing SAP CRM data for call routing
• Storing information about customer interactions
• Running SAP transactions

• Call / Agent state controlled directly from the interface of SAP CRM - CIC
  • No need to install and work with a stand alone agent desktop application
  • SAP CRM window pops up on incoming call if the agent is working with another application

Modular architecture of Mediator makes it possible for customer's to choose module combination based on the desired integration results:

On the contact center side, Mediator supports Cisco IP Contact Center (IPCC) Enterprise version 6.x or Cisco Unified Contact Center (UCC) Enterprise Edition version 7.x, and Avaya Communication Manager 5.1.

The displayed logo below this text is proof that Mediator v2.0 including its 2Ring SpBridge v2.0 Module has passed the interface certification testing conducted by SAP AG. 2Ring’s application Mediator is thus certified for connecting to SAP NetWeaver® platformand 2Ring became SAP certified solution provider. The official press release is available here.

Mediator can be deployed to any server optimal for the following software:

• Microsoft Windows Server 2003/2008 Standard Edition or above
• Microsoft SQL Server 2005/2008 Workgroup Edition or above
• .NET Framework 2.0