Call Center CRM Integration with
CosmoConnector

CosmoConnector™ is an out-of-the-box integration enabler for packaging CosmoCall Universe with leading CRM applications and other knowledge base products. CosmoConnector enables CosmoCall Universe and the third-party applications to be viewed and managed as a single application on the agent’s desktop. CosmoConnector’s rapid, robust integration capability is based on advanced CCI (Computer-to-Computer Integration) technology rather than Legacy CTI (Computer-Telephony Integration) technology.

Legacy CTI technology is a complex, expensive and often proprietary technology that strives to integrate the disparate worlds of computing systems and telephone systems. By contrast, CCI is based on open standards, such as web services, Microsoft COM objects and javascript, which are easier to use and are well understood by a great many programmers. For these reasons, CCI leads to integrations that, when compared with CTI, are quicker to implement, can be performed by a much larger pool of programmers, and are much easier and less costly to maintain. In fact, agent desktop integration can be achieved quickly and inexpensively, often in hours rather than days, or in days rather than weeks or months. This method is also very well suited to hosted and virtual environments, in which different tenants or business units have different applications with which to integrate; and to environments in which each agent may require multiple integrations and multiple screen-pops in a single unified desktop.

Pre-packaged Integrations with Industry-Leading CRM

CosmoConnector comes complete with standard integrations for the leading CRM providers. Configuring an integration using CosmoConnector can be as easy as supplying a handful of parameters using a wizard-based setup tool. This simplicity offers significant time, cost and complexity savings versus a traditional custom integration project. The integrated solution maintains the complete functionality of both the CosmoCall Agent softphone and the integrated CRM package.

CosmoConnector also allows configuration of multiple CRM applications if necessary. The CSR (Customer Service Representative) can switch among the applications by clicking on corresponding tabs within the agent interface.

During an incoming call to an integrated CosmoCall Universe-CRM system, the caller is identified based on information obtained during the call, such as the caller’s telephone number or a customer ID collected in an IVR interaction or web form. The CSR will then receive a screen pop of the call containing the caller’s relevant record within the CRM system. All of this information is managed within a single application window. The fields within the CRM system are automatically populated with the caller’s record if one exists. If no previous record exists, the agent can then choose to create one while in the call by populating the CRM fields. The next incoming call from that caller will then present that record upon receipt of the call.

Rather than using multiple windows, CosmoConnector provides agents with a clean, unified single-window integration of applications:

For customers with new, unique or home-grown CRM applications (including the growing field of social media CRM tools), a new CosmoConnector integration with all of the functionality described above can be done quickly and inexpensively using CosmoCom’s flexible CCI technology.

View the PDF of this and other CosmoCall Universe components on our collateral page.