SimpliCTI’s RightNow Media Bar for Cisco UCC Express, is the softphone connector that delivers pre-established bi-directional and real-time integration between RightNow Technologies and a Cisco UCC Express environment. This Media Bar Add-in is designed to help customers quickly and easily integrate RightNow Technologies and Cisco’s UCC Express environment, thus minimizing installation time and simplifying maintenance.
With the Media bar Add-In, you can seamlessly share information pertinent to voice calls, email, chat, web form between systems while fully leveraging the capabilities of both the telephony and RightNow Technologies systems. Via automatic screen pop, the Media Bar allows each contact center agent access to a customer’s detailed information in the RightNow Technologies database thus assisting with providing real-time, personalized and focused service based on the information.
The powerful functionality of this Media Bar allows seamless data exchange and messaging workflow with no coding or expensive middleware, thus reducing infrastructure costs while helping to identify your best customers and making sure they receive the consistent, quality service that will enhance loyalty.
Universal Queueing - The Universal Queue integration server allow other media such as email to be integrated into UCCX. It also allows UCCX to become a blended media UQ.
Features Include:
Supports RightNow Technologies and UCC Express V.7.0 and above
Softphone Controls - Receive calls, transfer calls, initiate conference calls, hold calls
Email Handling - Queue emails to agents depending on the agent status on Cisco UCCX
View all RightNow records related to a call, such as contacts,incidents, etc
Generate automatic call logs
Click to Dial - Make calls by dialing a number in the Softphone Media Bar, choosing a number from the active workspace records.
Rapid and economical “out of the box” integration
Supports the passing of DNIS, ANI, CallID, collected digits
Automates the presentation of critical customer data upon call delivery to the contact center agent
Expected Availability - 2nd Quarter, 2011
For pricing and ordering information, contact:
or call 919-858-8898, Ext. 108.
SimpliCTI’s RightNow Media Bar for Cisco UCC Express, is the softphone connector that delivers pre-established bi-directional and real-time integration between RightNow Technologies and a Cisco UCC Express environment. This Media Bar Add-in is designed to help customers quickly and easily integrate RightNow Technologies and Cisco’s UCC Express environment, thus minimizing installation time and simplifying maintenance.
