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inContact Plugin Agent for Seamless Call Center CRM Integration

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Enable Seamless and Powerful Integration Between inContact and Leading Browser-Based CRMs with inContact’s Plugin Agent

The inContact Plugin Agent enables intelligent call routing so that the call and caller information are delivered on a single, unified screen on the agent’s desktop. In addition, the Plugin Agent embeds the inContact call controls directly into the CRM application toolbar, enabling call centers to provide more effective service while enabling agents to adhere to the workflows of the applications being used. CRM providers and systems integrators can also leverage the inContact Plugin Agent to deliver powerful, tailored solutions for their contact center customers.

The Plugin Agent enables users to:
 

  • Utilize a unified interface in the browser, so there is no switching between the CRM and inContact applications.
  • Embed “screen pops” in the CRM, which serves up the corresponding customer data when the call is routed to an agent.
  • Place calls without keying the numbers with the click-to-dial feature.
  • Automatically create “call task” records in the CRM, minimizing after-call work.
  • Switch between different browser windows and tabs, while seamlessly maintaining connectivity to the customer.










 

It’s all in one place. It’s not multiple applications. One place to go to do what you need to do for the call.

Max Schloemer, Mitchell International

Product At-A-Glance

The inContact Plugin Agent brings plug-n-play call center integration to the browser-based CRM application.

Key Features

  • Integrated interface
  • ANI screen pops
  • Click-to-dial (CTD)
  • DNIS scripts and custom screen pops
  • Automated call record creation in CRM
  • Multi-tab/multi browser
inContact Plugin Agent (CRM and Browser Integration)|Datasheet
Atlantic Automotive|Case Study