Cisco Unified Agent CRM Connector for CCE
The Cisco Unified Agent CRM Connector for CCE integrates your CRM with Cisco contact center agents, enabling faster access to customer information and improved service delivery.
- Enhanced Agent Productivity: Provides agents with immediate access to relevant customer data directly within their workflow.
- Improved Customer Experience: Enables personalized interactions by equipping agents with complete customer context.
- Streamlined Operations: Reduces agent handling time and minimizes data entry errors through direct CRM integration.
- Increased Compliance: Supports data accuracy and consistency across customer interaction touchpoints.
Product Overview
Product Overview
This platform license enables the Cisco Unified Agent CRM Connector for Cisco Contact Center Enterprise (CCE). It facilitates the integration of your Customer Relationship Management (CRM) system with the CCE agent desktop, unlocking capabilities for real-time data access and screen pops based on incoming call information.
IT Managers and IT Professionals in SMB and mid-market organizations utilize this connector to empower their contact center agents. It fits within their existing CCE infrastructure, enhancing agent efficiency and customer engagement by bridging the gap between communication platforms and critical customer data.
- Real-time CRM Data Access: Empowers agents with instant visibility into customer profiles and interaction history.
- Intelligent Screen Pops: Automatically displays relevant customer information when a call arrives, reducing manual lookup.
- Unified Agent Desktop: Integrates CRM data directly into the agent's primary workspace for a cohesive experience.
- Customizable Integration: Supports various CRM platforms and custom fields to match specific business needs.
- Subscription-Based Licensing: Offers flexible, ongoing access to software updates and support through a recurring billing model.
This Cisco CRM connector is ideal for SMB and mid-market teams seeking to elevate their contact center performance through intelligent data integration.
What This Enables
Enable Real-time Customer Data Access
Enable teams to provide personalized customer service by instantly surfacing relevant CRM data. Streamline agent workflows by reducing the need for manual data lookups during customer interactions.
cloud-hosted contact center, on-premises contact center, hybrid contact center, CRM integration
Automate Agent Information Retrieval
Automate the process of presenting customer information to agents upon call arrival through intelligent screen pops. Reduce average handling time and improve first-call resolution rates by equipping agents with immediate context.
CCE deployment, CRM integration, agent desktop optimization, customer data management
Streamline Agent Workflow and Efficiency
Streamline agent tasks by integrating CRM data directly into their primary workspace. Improve agent productivity and reduce training overhead by offering a unified interface for communication and customer information.
agent productivity tools, unified communications, business process automation, IT infrastructure management
Key Features
CRM Integration
Connects your existing CRM system to Cisco Contact Center Enterprise for unified data access.
Screen Pop Functionality
Automatically displays relevant customer information to agents when a call is received, reducing manual effort.
Agent Desktop Integration
Embeds CRM data directly into the agent's workspace, creating a more efficient and intuitive user experience.
Subscription Licensing
Provides flexible, ongoing access to software features and updates through a predictable billing model.
Customizable Data Fields
Allows configuration to display specific customer data points relevant to your business operations.
Industry Applications
Finance & Insurance
Financial institutions require rapid access to customer account details and interaction history to provide compliant and personalized service, which this connector facilitates.
Healthcare & Life Sciences
Healthcare providers need to quickly access patient records and appointment information to ensure efficient and accurate patient care delivery, supported by this integration.
Retail & Hospitality
Retail and hospitality businesses benefit from agents having immediate access to customer purchase history and preferences to offer tailored recommendations and support.
Legal & Professional Services
Law firms and professional service organizations can improve client communication by providing agents with instant access to client case details and previous interactions.
Frequently Asked Questions
What is the Cisco Unified Agent CRM Connector for CCE?
It is a software license that integrates your Customer Relationship Management (CRM) system with Cisco Contact Center Enterprise (CCE). This allows agents to access customer data directly from their desktop.
What are the benefits of using this connector?
Key benefits include improved agent efficiency through faster data access, enhanced customer experience via personalized interactions, and streamlined operations by reducing handling times and errors.
What types of CRM systems can be integrated?
The connector is designed to integrate with a variety of CRM platforms. Specific compatibility should be verified based on your CRM's API capabilities and the connector's supported integrations.
Deployment & Support
Deployment Complexity
Medium — IT-assisted
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.