Desktop Connect for CRM
This article was updated to describe the latest version of Desktop Connect
Desktop Connect v3.3 for CRM
Geomant Desktop Connect unites CRM solutions with Avaya Communication Manager (CM) enabling businesses to connect with their customers via multiple channels, offering a significant improvement in employee efficiency and empowering staff to provide unique and peerless levels of customer care.
Contact centre agents and back-office staff can answer and make phone calls more efficiently and provide seamless, one-to-one service for customers by unifying these market leader systems.
CRM systems automatically display the customer account that matches the ANI/CLI of incoming calls or the customer number that has been collected by CM or Avaya Experience Portal previously, and uses the dialled number (DNIS) to display the correct inquiry screen.
The built-in telephony functions allow all kinds of actions to be performed easily by a click of a button - from agent state change to call handling, such as dialling, conferencing, transferring and completing a call. What’s more, CRM systems keep a log of all calls received and dialled.
Geomant’s Desktop Connect for CRM considerably improves staff efficiency, transforms the customer journey and reduces costs: key elements that set organizations far ahead of the competition, and directly and positively impact their profitability and revenue growth.
The purpose of this guide is to provide detailed information about the Geomant Desktop Connect for CRM application from implementation through configuration to usage, covering the following areas:
- An overview of DC requirements
- Procedures for DC installation and deployment
- Procedures for configuration of DC application with the different CRM systems
- Description of functionalities
- CRM side configuration