When implementing a hosted contact center platform in an existing environment, questions regarding implementation always arise. Companies are accustomed to relying on their CRM for tracking customer information and want to be sure a new ACD or cloud routing solution will integrate well within their current environment. With Connect First, flexibility is key in integration strategies.
Connect First offers a multitude of integration options to support its current platforms. Each customer environment is considered on a case-by-case basis to determine the best approach. If customization is necessary, Connect First engineers will work to ensure seamless integration. Hooks and controls are currently built into the platform at various levels to ensure tight integration.
- HTTP/SOAP services in semi real-time offer call control functionality. This approach is often used by an integrated client to perform hold/hang-up/transfer type functionality.
- HTTP/SOAP services that can feed data from Connect First to the customer in real-time. This approach is common to feed real-time data updates to a customer’s CRM.
- CSTA access into the Connect First softswitch.
With tight integration between the Connect First platform and current technology deployments, call center clients can enjoy an efficient exchange of information and call control between disparate software platforms.