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Configure Your External CRM

If your contact center is integrated with an External CRM, such as Salesforce or NetSuite, you can access your CRM account from your Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. by saving the login credentials necessary to access the account. Integrating with External CRM enables you to expand the capabilities of the Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. CRM, and to incorporate your existing CRM system data into your tenant's interaction processing workflow. The integration supports phone, voicemail, chat, and email channels allowing you to access data from External CRM through an integrated Agent Console.

Virtual Contact Center now provides out-of-the-box integration with:

To enable your agent account for External CRM Integration:

  1. Log in to Agent Console.
  2. Go to Profile.
  3. Scroll down to the External Setup area. See External CRM Setup Summary table for details.
    The External Setup provides three tabs:
  4. Enter your CRM username and password in the Authentication tab.

    Note: Salesforce requires you to add the security token to your password to authenticate access from an external application. Obtain your security token from the original Salesforce communication email or your Salesforce administrator.

  5. Click the Screen Properties tab to view or change the settings.

    Note: The agent's ability to define screen pop window properties is available only for Salesforce, Zendesk, and Microsoft Dynamics integration.

  6. Click the Window Properties tab to view or redefine the screen pop window properties.

    Note: The agent's ability to define screen pop window properties is available only for Salesforce, Zendesk, and Microsoft Dynamics integration.

  7. Click Save.
    Your settings help launch your External CRM from Agent Console.
    Your supervisor provides you with the information you need to access and work with your contact center's External CRM product.

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