- 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
Typical Inbound & Outbound PMT Process Flows
Typical Inbound & Outbound Sales Process Flows
Architect and Lead Developer of CTI Adapter
- 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.
- REST API