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CRM Connectors
   
 
J-IPCC CRM Connector integrates Cisco's IP contact center (IPCC) with the different CRM solutions. These integrations are server side or client side. The significant CRM connectors are listed below as example:
 
   
SAP Connectors
  J-IPCC-SAP Connector - Voice
  J-IPCC SAP Connector integrates Cisco's IP contact center (IPCC) with the my SAP CRM 4 Interaction Center Web Client (IC).
  J-IPCC-SAP connector - Email
  J-IPCC SAP Connector integrates Cisco's IP contact center (IPCC) with the my SAP CRM 4 Interaction Center Web Client (IC).
  J-IPCC-Orchard connector - Voice
  J-IPCC SAP Connector integrates Cisco's IP contact center (IPCC) with the Orchard CRM.
  J-IPCC-Telematics Integration system
  CRM integration for breakdown assistance service provider, Mon dial. A bespoke integration connector for the applications ( Telematics applications) from Volvo and BMW.
SAP :
  Lagan Connectors :
 
The Cisco Unified Contact Centrex Express and Enterprise integration to Lagan ECM/Frontline is aimed to improve the contact Centrex agent performance and productivity due to enhanced information made available to an agent by means of screen pop upon various events and relevant call data.
 
This integration is already implemented by several local authorities in the UK, USA and Canada. The JAMS Connector required for the integration is pre-packaged and easy to install. End users are able to install the software themselves with the help of the written documentation that is shipped along with the product.
 
The UCCX/E integration enables the Lagan ECM/Frontline CRM users, typically customer service advisors, to control a broad range of CTI and telephone functions using a telephony toolbar. There are two options based whether the agent uses the Telephony functionality from Cisco or Lagan’s software.
   
  Utilizing the standard Cisco CAD Desktop(Option 1).
 
In this option, the standard Cisco CAD software is used. This option gives the customer the best of worlds; telephony features from Cisco CAD as well as CRM features from Lagan, and at the same time avail all the standard benefits of the integration such as screen pop, etc.
  Utilizing an integrated toolbar within the Lagan application (Option 2).
 
The features of the telephony call control in the Cisco CAD desktop are installed as buttons embedded within the Lagan ECM/Frontline desktop application itself. Cisco CAD is not installed on the Agent Desktop, as all telephony features are directly controlled from within the Lagan ECM desktop itself.

This solution has been tested on the following applications and version numbers:

Cisco UCC

Lagan ECM /Frontline

JAMS JConnector

Express 7.x, 8.x and above Enhanced and Premium

Frontline 6.1.x

jConnectorLagan 6.1.1

Express 7.x, 8.x and above Enhanced and Premium

ECM 7.0

jConnectorLagan 7.1.1

Express 7.x, 8.x and above Enhanced and Premium

ECM 7.0

jConnectorLagan 7.1.1

Enterprise 7.x, 8.x and above

ECM 7.0

jConnectorLagan 7.1.1

Enterprise 7.x, 8.x and above

ECM 7.0

jConnectorLagan 7.1.1


Lagan Connectors: