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UCCE8.0-Genesys-SalesForce CRM integration

Hi,

We have Cisco UCCE 8.0 in our environment.One of our teams whose users login to clients network using Citrix to access clients SalesForce CRM application, wanted to CTI integrate with our UCCE so that Cisco CTI agents can login to our UCCE through SalesForce.com application and also call details are captured and sent to SalesForce through CTI . We opened a tac case with Cisco but unfortunately Cisco confirmed that there is no SalesForce CRM connector available for our Cisco UCCE version 8.0 for the integration .

We understand there is a product from Genesys(Genesys Customer Interaction Management Platform) which can be CTI integrated inbetween Cisco UCCE & SalesForce to achieve our requirement. Is someone aware of this product and tested this integration?Also any good document explaining the integration will help.

Thanks

KMS

2 REPLIES
New Member

UCCE8.0-Genesys-SalesForce CRM integration

I think there are third party vendor like AMC and Butcher + Suter who provies CTI Adapater for Salesforce.

New Member

For any custom 3rd party

For any custom 3rd party Salesforce (SFDC) integration requirements please send a mail to pranjol.s@parsec-tech.com

Insert data into SFDC ( Salesforce) based on data entered by caller in Cisco CVP IVR / UCCX IP IVR
Incomming Caller Details popup in SFDC Screen
Display incomming caller data from SFDC in Cisco Agent Finesse Screen
Initiate outbound call ( Click 2 Dial) from SFDC Screen
Call Warapup for inbound/outbound calls in SFDC Screen - SFDC Activity
Call Warapup for inbound/outbound calls in SFDC Screen - SFDC Case

Regards

Pranjol

www.parsec-tech.com

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