Salesforce.com


Nixxis integrates Salesforce.com via OpenCTI


Nixxis has worked on a complete integration of Salesforce CRM via OpenCTI. In addition to the management of Nixxis features in Salesforce, this integration allows a real interaction between the software.


  • Description

    Nixxis has worked on a complete integration of Salesforce CRM via OpenCTI. In addition to the management of Nixxis features in Salesforce, this integration allows a real interaction between the software. Indeed you can create targeted campaigns directly in Salesforce and feed your customer records with information collected during conversations via Nixxis Contact Suite v2.1 through calls, emails, chats, SMS, fax or even social website. Thanks to the visibility of customer data, your teams can provide arguments tailored to each client, resulting ultimately in a higher conversion and satisfaction rates.

    Salesforce.com
    Salesforce.com

    OpenCTI

    The integration is based on Salesforce’s Open CTI API: the Nixxis softphone is integrated as a Web page in the browser.

    The big advantage offered by Nixxis is that your customer information is updated directly in Salesforce.com avoiding the never-ending duplications, copies, synchronizations, exports and imports that are often the cause or mistakes or data loss.

    Nixxis and Salesforce information are always automatically synchronized.

    Going a bit further, this integration is twofold; the first concerns the call center agent and the second concerns the integration of campaigns.

    « Agent » perspective

    It is from within Salesforce.com that you go to the "agent" toolbar providing identical functionalities as in Nixxis Contact Suite (eg. agent ready, paused, consultation ...).

    Handling outbound calls: Click-to-dial

    Handling outbound calls: Click-to-dial

    The click-to-Dial feature allows you to dial numbers and prospective customers directly from their CRM record, saving you the numbering errors and wasted time between each call.
    From the records of your Salesforce.com CRM you can call directly the telephone number with a simple click on the button ‘call’ (" Click- to-call ").

    Handling inbound calls :

    In the context of an incoming call and if the customer is identified (eg: via an IVR and/or his presented call number or even through his DID), the customer record is automatically displayed to the agent in Salesforce.

    « Campaigns » perspective

    Campaigns are selected sets of contacts or “leads” grouped to be called for the same action. These campaigns are defined in Salesforce.com and available in Nixxis Contact Suite.
    From a practical point of view, the system administrator identifies in Nixxis Contact Suite on which "Salesforce" campaigns the agents will be working on. All the campaigns created beforehand in the CRM are available; you only need to select the one you want to work on.

    Reports

    Information necessary to the dialer, such as the callback date, the latest numbering status, etc ... is added automatically to Salesforce.com’s campaign data structure.
    This means that global contact information is available in Salesforce.com and you can just print your reports via the same interface as before, except that you now have more data’s available for display. A convenient way to maintain your efficiency by keeping the reporting formats that you are already familiar with.

    This integration performed on the basis of the OpenCTI standard is now available for all new Nixxis clients, but also for all existing customers wishing to upgrade to the latest version of NCS v2.3.


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