We are a contact center that has both agents and non agents. We currently are running UCCX 5.2, and Call Manager 6... we have implemented Salesforce and now looking for the best solution to integrate it with UCCX & CM... we want to track calls, and assure the adapter we implement to make use of the Salesforce soft phone has no problem whether the person receiving inbound, or making outbound, transfering, or conferencing calls is an agent or non agent. Additionally, we want to make use of 'Click to Dial'. We would prefer our agents to not have to log into two tools for call control and maintain the ability for our Supervisors to see our agents in the Cisco Supervisor Desktop.
Do you know of adapters we could look into?
We have experienced so far AMC & Cisco adapters
If you have UCCX, have your integrated with Salesforce? What is your experience? Anything we should bear in mind or look into?