• Live chat
  • RSS Feed
   

Overview

Using a direct integration into Microsoft Teams with ContactCenter4All, CTI Data Connector provides a full Cloud Contact Center solution with integration in Salesforce. It is also perfect for organizations where users work in different locations or at home.

  • SoftPhone on multiple devices - Windows, MAC, Mobile
  • Smart IVR - complex IVR setups
  • Skill-based routing or routing based on Salesforce data with Automatic Call Distribution for Salesforce
  • Dynamic Voice Announcements - Music on hold and waiting messages, welcome announcements
  • Queues - agent can join or leave a queue, pick a call from the waiting queue
  • Listen, Whisper, Barge in - Supervisor can listen into a call, whisper or barge in 
  • Social Media Channel - Twitter, LinkedIn, Facebook, Messenger, Google+, Instagram, Whatsapp
  • Real-time metrics - about Queues, Agents or routing profiles
  • Call Recording - Automatically record a call – ask for permission using IVR
  • Post call survey - Start survey after end of the call

Watch the Webinar about Microsoft Teams Integration

 

Teams Client - Add-ons

The Microsoft Teams client can be extended depending on the operation purpose for Salesforce and Non-Salesforce users

  • Salesforce Integration - No client in MS-Teams required
  • Operator / Reception Desk - Operator interface, call park, quick transfer, call back message note template
  • Agent Pro - Display call queues, real time dashboard, join / leave queue, chat and social media integration, ad hoc call recording
  • Supervisor - Administration, monitor agent status, send alerts to agents, Listen, whisper, barge in
  • Boss / Secretary - One or multiple secretary per boss
 

CTI Data Connector for Salesforce

The Microsoft Teams integration includes all features from CTI Data Connector for Salesforce with over 100 confguration options for workflows and SoftPhone features. Multiple phone systems within one Salesforce organization are possible. Service Cloud Voice and CTI Data Connector can also be combined.

 

Telephone System

Microsoft Teams can be used in different ways for PSTN (landline) calls. The Mirage Cloud Contact Center integration supports the most popular one by using a cloud provider with direct routing and SBC.  

 

Subscription License

CTI Data Connector is available as a subscription with pricing per user.

The subscription offers an all-round carefree package:

  • CTI Data Connector for Salesforce® license
  • Mirage Cloud Server usage 
  • All updates
  • Support via the Mirage Support Center

Long time Salesforce Know-How

Mirage is a Salesforce partner for several years and CTI Data Connector for Salesforce ®  is available on the AppExchange since 2011. We use Salesforce in our company since 2005. This ensures that we are always up to date with Salesforce technology.

Close Bitnami banner