Contact Centre Solution for Real Estate Company in Mumbai (Genesys, Salesforce)

Contact_Centre_Solution_for_Real_Estate_Company_in_Mumbai_Genesys_Salesforce_Architecture

Product Details

  • Solution includes inbound and outbound channel with Salesforce integration.
  • Custom made CTI adapter using Genesys CTI SDK.
  • CTI front end is embedded inside the Salesforce CRM.
  • Based on agent state change and telephony events of calls, changes made in Salesforce objects.
  • CTI app supports multi tab login and maintains the telephony events across all the sessions.
  • Real-time stats and historical reporting.

CTI CRM Integration

  • CTI Integration helps the agent to quickly cater to customer queries and validation in the system (Salesforce CRM)
  • Used SFDC API for integration with Salesforce Contact_Centre_Solution_for_Real_Estate_Company_in_Mumbai_Genesys_Salesforce_CTI_CRM_Integration

Typical Inbound & Outbound PMT Process Flows

Contact_Centre_Solution_for_Real_Estate_Company_in_Mumbai_Genesys_Salesforce_Typical_Inbound_Outbound_PMT_Process_Flows

Typical Inbound & Outbound Sales Process Flows

Contact_Centre_Solution_for_Real_Estate_Company_in_Mumbai_Genesys_Salesforce_Typical_Inbound_Outbound_PMT_Process_Flows

Role

Architect and Lead Developer of CTI Adapter

Responsibilities

  • Creating high-level product specifications and design documents.
  • Providing the development team with architectural blueprints to follow.
  • Guiding and assisting the development team throughout the process.

Tech Stack

  • Node.js
  • REST API
  • Genesys