Extension Window for Skype for Business

An interface between a UCC and CRM, or any other system, might significantly improve the service provided to a caller and the productivity of the Agents or Supervisor. The Caller is identified based on the Caller ID, or by Caller input via an IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. (for example ask for the Customer ID or contract number), or by both when the Caller ID is not recognized. When the caller is known the CRM data is presented to the Agent at the same time as the call, the Agent does not have to search for it saving valuable time for both Caller and Agent.

With our CRM and Back Office extension it is possible to connect to any of your CRM and Back Office services. Most common services are Microsoft Dynamics, SalesForce, Oracle and TOPdesk. Since not every company is the same and therefore not using the same services, we are able to provide an extension for any other service that your company might have and that, always for a fixed price.

But the Extension Window offers more, it is also a portal for the Agents to set-up or engage Conference Calls, Add Call Classifications and safely Transfer a call.