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Microsoft Dynamics CRM Integration with Cisco Finesse Agent Desktop
Leverage the power of integration to drive customer-centric experiences. Seamlessly integrate Cisco Finesse Agent Desktop (UCCX, UCCE, CUCM, PCCE) with MS Dynamics to give agent-customer interactions the necessary push of personalization.
14+
Years of Expertise
300+
Deployments in 20+ Countries
98.7%
Retention Ratio
Simple Integration
Cisco Finesse Agent Desktop provides seamless integration with MS Dynamics to offer contact center agents with enhanced tools and features. It enables agents to provide experiential customer service. It also provides integration with UCCE, UCCX, CUCM and PCCE.
- Get standard features like call statistics, agent statistics and call control gadget
- Seamless Cisco MS Dynamics integration with Cisco Finesse Agent Desktop
- Boost agent-customer interaction
Unified Customer Details
Deliver the customer the service that they expect by integrating Cisco Finesse Agent Desktop with Microsoft Dynamics CRM. It will assist agents in offering seamless customer experience by providing a single screen view of the customer info.
- Single pane of glass view
- No need for screen juggling to fetch required information
- Improve call resolution with reduced AHT
Know the caller
Know who is calling prior to answering the call with screen pop. Agents can access all the caller details to start by greeting the caller with his/her name and jump straight to addressing the issue/concern at hand.
- View caller info as soon as the call gets connected
- Address caller with first name
- Change screens as per IVR inputs
Modify Agent Desktop
Provide agents with optimized industry-specific agent desktop with Cisco Finesse Agent Desktop integration with MS Dynamics CRM. Modify the desktop view easily as per the business needs using Drag & Drop Designer tool. Get the maximum result by using our available pre-built gadgets.
- Optimized Cisco Finesse Agent Desktop
- Drag & Drop designer studio for easy customization
- Pre-built gadgets
Enhance productivity with NovelVox tailored solution. NovelVox offers Cisco UCCX, UCCE, PCCE, CUCM integration with Microsoft CRM. The advanced integration gives way to customer-centered interactions. Turn your agents into experts with all caller information on their screen even before answering the call. Now they can deliver a personalized experience without juggling screens.
Microsoft Dynamic Cisco Integration by NovelVox makes every customer feel important. They don’t require to repeat information or details to the agent. The call hold time is reduced with improved FCR and AHT. This grows revenue and reputation for businesses.
Pre-Built Gadgets
Agent Performance Dashboard Gadget
Ticketing Gadget
Customer Management Gadget
Knowledge Base Gadget
Agent to Agent/Supervisor Chat & Broadcast Gadget
Agent Personal Phonebook Gadget
Agent Scripting Gadget
Call Disposition Gadget
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