CRM & ITSM

#One contact, two systems, no window switching

In many service teams the working day is constant switching: the call in one window, customer data in another, the ticket in a third. Information is typed twice, and some of it gets lost. The CRM and ITSM connectors put an end to that.

They connect Univerx with common CRM and IT service management systems in both directions. What happens in the contact lands in the business system. What is in the business system appears in the contact.

#Two ways of working

Desktop first. Agents work on the Univerx agent desktop. Customer data, contracts and tickets are shown as soon as a contact arrives. That suits teams whose work is mainly customer contact.

Business system first. Agents stay in the CRM or ITSM. Voice, chat and email are embedded there, with answer, hold, transfer and history. That suits teams whose work lives in the business system and for whom contact is part of it.

Both ways can be chosen per team, on the same platform.

#What happens automatically

1. Recognise. Phone number, email address or customer number is matched to a record in the business system.
2. Show. Status, contract and open tickets appear before the contact is answered.
3. Route. Business data such as customer status or priority can steer routing.
4. Record. After the contact, duration, channel, outcome and summary are written back.

The summary can be prepared by Univerx Assist. The agent checks and completes it before it is saved.

#When there is no ready-made connector

Not every business system is a common one. For in-house and industry-specific systems, the open interfaces of the developer platform are available. Which systems can be connected out of the box we are happy to discuss through contact.