External Contact Center or CRM Connectors

Leverage your infrastructure, connecting to WCS or Convy 

Leverage your infrastructure, connecting to WCS or Convy and provide an amazing online experience to your customer.
Eudata supports integration to existing CRM or Contact Center using agent APIs or standard connectors.

If you have an existing Contact Center infrastructure to manage voice, it is possible to maintain it as the primary tool for your agents, using Eudata to manage online channels. Using our connectors (Cisco UCCE, SF.com, Genesys, Avaya) you can build a full digital platform, without impacting your existing systems. If you have a platform that is not supported by our connectors, you can implement your integration using our agent APIs.

STANDARD CONTACT CENTER AND CRM INTEGRATION

  • Cisco UCCE: Eudata interacts with Cisco UCCE, providing a full integration contained inside Finesse.
  • Cisco Spark: Eudata and Cisco Spark provide a multi point collaboration option for customer service. You can create service omnichannel support requests on Eudata and have your representative people handle them through Spark. Easy and super efficient.
  • SF.com: Use Eudata on top of SF.com to drive contacts to an agent or a BOT, enabling your system to provide a full digital customer experience.
  • Genesys: Eudata interacts with Genesys using Platform SDK. It’s possible to create a session using the UI provided by Eudata and then use the Genesys routing and reporting capabilities to route it to the proper agent/service. A gadget on the Agent Desktop (Interaction Workspace and Web Desktop Edition are supported).
  • Avaya: Eudata interacts with Avaya using Phantom call approach. It’s possible to create a session using the UI provided by Eudata and then use the Avaya routing and reporting capabilities to route it to the proper agent/service. CM 3.0 and above and One-X agent are supported.

 

OTHER CONTACT CENTER AND CRM INTEGRATION

Eudata Core API allows the integration of different vertical CRM or Contact Center business applications. It supports the integration of custom business applications, regardless of  the software architecture (web-based with Java APIs, Windows with Microsoft .NET APIs, etc.). The plugin extension needs to be developed in Java

Design your service once and deliver it to Web, Mobile Web, mobile APP or conversational interfaces

 

Usage:

  • Customer care
  • Sales
  • Marketing
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