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.