Caller Identification & Screen-Pops

Identify Callers and deliver screen-pops using data stored in 3rd party contact data stores such as ERP, ITSM, or CRM systems (Salesforce, ServiceNow, MS Dynamics CRM, SugarCRM, SAP, API Based CRM’s or SQL based systems) for both read and write operations as well as powerful automations. CRMs can be integrated in several different ways.. 1.) Live in CRM  2.) Live in Finesse 3.) Hybridized approach working in both Finesse and the CRM. 

 

Live in the CRM

Agents can stay within their CRM system while getting the benefit of the 2Ring Orchestrator Workflow Engine.  Agents have Click to Dial capabilities, Toast Notifications that provide details about the caller and by clicking the Toast Notification the call can be answered. State Controls are embedded as a Browser Extension which makes it easy Agents to change States and know what State they are currently in. Call Controls are in the Softphone, which allows End, Dial, Wrap-Up Code selection, Queue Information and Buttons to quickly and easily transfer the caller to other queues.  Click here to learn more about 2Ring Orchestrator. 

 

Live in Finesse

Agents can now have a simplified input form to create tickets versus using the CRM interface. Input forms typically have less fields and are easier to use than the Native CRM user interface. Because Agents stay in Finesse, they can take advantage of all the benefits 2Ring Gadgets add to Cisco Finesse such-as Team Details, Enhanced Caller Identification, Customer Journey, Directories, and more. </p

 

Hybridized - Finesse & CRM

Agents can utilize Finesse to identify the caller and then determine whether to open a new ticket or open an existing ticket or case. When Agents use more than one CRM or ITSM system this allows the Agent to determine the appropriate system to handle the customer request. An Agent selects the appropriate CRM Tool to use and creates a new ticket or opens an existing ticket (child record) with a single click. If a single match is found, the screen can automatically pop open a specific customer screen in the remote system. In the event there is not a caller record, we can automatically create a new record, so the agent is able to update the case or ticket. If the call is transferred the customer identity follows the call so other Agents don’t have to reauthenticate or identify the caller again.   

GA .. Features

Reskilling

Reskilling

Allow supervisors to create a set of queues (queue sets) that can then be...

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Toast Alerts

Alerts / Notifications (Toast Alerts)

Decide what information, what event to display, to whom, and for how long....

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Team Gadget

Team Gadget

This is the collaboration cockpit for agents and supervisors. It fully rep...

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Calabrio Integration

Calabrio Integration

2Ring makes the desktop more powerful by building a tight integration with...

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Ticker Gadget - Marquee

Broadcast Messages / Message Ticker / Marquee

Enhance Cisco Finesse with broadcast message that can be sent to a message...

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Ticker Gadget - Time in State

State and Time in State + Alerts

Define thresholds using countless colors, and alerts to provide visual and...

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Call Context

Call Context

Agents frequently need to use more than one CRM, ERP, or ITSM system when...

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Orchestrator

2Ring Orchestrator – Workflow Engine

Automate both simple and advanced tasks. Orchestrator is an advanced workf...

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Current Dialogue for Supervisors

Current Dialogue for Supervisors

See details of what Call, Chat, or E-Mail the Agent is working on.  This p...

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Agent Interaction History

Agent Interaction History

Agent Interaction History allows an Agent to view all the interactions he...

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Agent State History

Agent State Trace

Agent State Trace gives both Agents and Supervisors visibility on how what...

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Agent Call History

Agent Call History

Agent Call History (default is set to 45 days but can be extended) – this...

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Real-Time Data Views

Team & Queue Based Real-time Views

Pick a team or queue in the 2Ring Team Gadget and check out the performanc...

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WrapUp Codes

Wrap-Up Codes

Improve the experience when it comes to wrap-up code selection. 2Ring’s Di...

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CallVariable Editor

CallVar / Call Variable Editor

Use Call Variable fields to add more detail and contextual information to...

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Caller Identification / Screen-Pops

Caller Identification & Screen-Pops

Identify Callers and deliver screen-pops using data stored in 3rd party co...

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Transfer to IVR

Speed Dials - Transfer to IVR or Queue

Reduce an Agent’s handle time by using Speed Dials and Buttons to transfer...

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Address Books

Address Books - Unlimited Contacts

Provide Agents with an Address Book that is updated automatically and can...

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Call or Cherry Picking

Call Picking (UCCX)

Gives agents the ability to “Pick” a call out of queue and “Park” calls. P...

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Custom Buttons

Smart Buttons

Create buttons that do what you need. Have these buttons available inside...

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Dialog Gadget

Dialog Gadget

Gives Agents information about the caller and type of call needed to servi...

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Call Details

Call Details

Show Agents pertinent information and details about the call. Agents can e...

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Kuando Busylight

Integration with Kuando Busylight

The Busylight is a small external device used in contact centers. The devi...

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Texting Support - WebText, Tropo, Twilio, ..

Texting via WebText, Tropo, & Twilio

Integrate API based SMS providers such-as WebText, Tropo, or Twilio to sen...

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