screen-pop and click-to-call*
Customer Relationship Management (CRM) integration allows for incoming telephone calls to screen-pop as a Windows notification so that the end-user can decide if they want to open the customer's record in their CRM tool. Our CRM integration can be with either cloud-based CRM tools or CRM tools that run locally on the deskop where the CRM tool allows for integration. Cloud-based CRM tools may also allow for click-to-call functionality allowing end-users to initiate calls via the telephone system for the customer contact.
Chrome Extension
The Chrome extension can be used for cloud-based CRM tools and supports both screen-pop as a Windows notification and click-to-call where the CRM tool allows. There is often a requirement for back-end API integration with the CRM tool that SoftTrain Cloud can implement.
Desktop
Where the CRM tool runs locally on the PC, the Desktop implementation allows for screen-pop as a Windows notification. The original integration was for SystmOne used by doctor's surgeries, however, the implementation is designed to be system agnostic.
Screenshots
Other Wildix-Integrated Products
- Dynamic Wallboards - real-time view of what's happening
- Call Recording Archive - archive and free up space
- Call Recording Controller - pause and resume call recording
- Analytics - reports of current and historial calls
- Call Recording AI - transcribe calls and get call sentiment ratings
- Live Chat & Chatbot - bespoke Live Chat including chat sentiment ratings
- Post-Call Actions - log call reasons when calls end
* click-to-call available for Chrome Extension only