CRM Integration

Providing out of the box integration is critical for any business using CRM systems today. Towards that end, MediatelData continues to increase its integration feature set with third party applications and systems.

Call Centers are continually striving to reduce the number of applications that their agents use while serving customers, while also providing easy access to information that is relevant for a given call.

Considering the diversity of environments where a callcenter may be deployed, Media Call Center provides a variety of interoperability models, ranging from embedded web applications to peer-to-peer socket communication, web services and database-level synchronizing tools.

Embedded Web Application

The CRM Web Application is the most versatile integration solution. Outof- the-box, it comes embedded within the agent application (Client.exe); event sinking between the two application layers is direct, real-time, and bidirectional, thus providing the agent all the information and decision tools needed for solving the current case and eliminating counter-productive actions like switching applications or manual data transfer.

Different web applications may be seamlessly integrated concurrently, for different campaigns (one application is bound to a set of queues).

At its most basic implementation, the web application is triggered when an incoming call is received or an outbound call routed to the agent, retrieving and displaying the information related to current call. From this point onward, browsing custom datasources or running preview campaigns are natural, straight-forward tasks, easing agent’s decisions and dramatically reducing the solving time per case.

Furthermore, the web application can be customized to deal with businessspecific operations - collection, marketing campaigns, ordering, reservations & ticketing, resource management - and to provide custom reports, aggregating data from both the call center activity and the client existing repositories.

CRM Integration: CRM Kit

Mediatel’s CRM KIT is an straight-forward, easy-to-use, web-based tool designed primarily for call centers running simultaneously independent predictive campaigns, suitable for both automatic-predictive or manualpreview modes.

As Media Call Center offers full support for plugging in custom CRM solutions, the need for a versatile, customizable, business-oriented CRM system aroused when nowadays call centers with diversified activities needed to access different data repositories for different campaigns.

The CRM KIT is basically comprised of a collection of data repositories, each acting as an autonomous CRM system, with its own data structure, tracing and reporting system.

As a rule, a custom CRM system is set up for each defined campaign.

Designing the data structure, importing external data, binding the application to one or more call MCC queues and (optionally) attaching a custom survey are all the steps needed for setting and running a custom call center campaign.

CRM Integration: Web Supervisor

Mediatel’s Web Supervisor is a different flavour of web application, aimed primarily to provide remote real-time monitoring and reporting tools for the call-center supervisors.

The system features an elaborate authentication and user role management system, which grants for each supervisor the rights to monitor the call center activity only for specific queues or groups of agents. Moreover, user’s access to specific application modules can also be restricted.

Out-of-the-box, The Web Supervisor provides the following real-time monitoring tools:

  • Recorded Conversations - a flexible report of recorded conversations, for a specified period of time. A supervisor can refine the list by predefined criteria, listen or download a specific recording file.
  • Callstate Monitor - a real-time visualization tool. Tracks the status of the calls routed on specific queues/ agents.
  • Queue Monitor - a real-time visualization tool. Provides a list of currently active queues in the system and their live parameters (service level, free agents, waiting clients, agents in call, predictive indices etc.).
  • Agents Monitor - a real-time visualization tool. Tracks the live status of agents currently active in the system.