Integration with other systems is key for managing CX in a contact centre. Liberty Converse has been integrated with many other business applications using its Generic CRM Connector API. Integration features include:-
• Screen/Case popping.
• Case interaction management.
• Pause and Resume Call Recording.
• Click to Call.
• Find Customers.
• Find Customer Cases.
• Get Case Types.
• Create a Case.
• Create an Interaction, whilst storing the call recording or transcript of the interaction.
The Generic CRM Connector (GCC) API can be applied to any contact channel, allowing screen popping and case interaction management to be applicable across all supported channels, which include inbound and outbound voice, web chat, email, Conversational Messaging for SMS and Social Media (Facebook Messenger and Twitter)
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