Learn how to access a leading telephony system integration to close the connectivity gap and significantly improve customer experience.
Once cost-prohibitive, computer telephony integration (CTI) used to require highly skilled consultants at a significant cost, developing custom integrations that took endless hours to craft. Integrating with a CRM or ticketing system seemed nearly impossible and far too sophisticated—until now.
Today, leading telephony systems are on the list of enterprise and SaaS apps connected to the Anypoint Platform®. Through a partnership between Mulesoft and CDC Software, computer telephony integration is not only possible, but quick and easy. Solutions like Cisco, Mitel, Broadsoft and Avaya are now part of the Mulesoft ecosystem. Here’s how…
CDC Connector for MuleSoft Anypoint Platform
Mulesoft users can harness the power of CDC’s technology through the Anypoint CDC Software Platform Connector. The connector instantly joins leading telephony providers like Cisco, Avaya, Mitel, Vonage and many others to Mulesoft.
For example, when a customer calls in, the Anypoint CDC Software Platform Connector shares the primary events of the supported telephony systems directly with Mulesoft. From there, specific actions like screen-pops of call information within a CRM (like Salesforce, Pega and SugarCRM), sending an email, writing or reading a record to or from a database or updating or opening a web page or web service take place, leaving no need to toggle back and forth between countless applications and data input software.
The best part: CDC’s service-oriented architecture is defined by customer-specific configuration, making it a truly customizable experience. Mulesoft users can alter the connected telephony and CRM integration without extensive software development, saving on both hours and budget.
How It Works
When a contact center or customer service department receives a call from the outside world, the connection is initially captured by the telephony switch. The data from the call interfaces with the CDC platform which feeds the information to Mulesoft which then deploys the information to the CRM or ticketing system of choice.
A ticket is created while the platform sends the call data to the appropriate agent. The agent gets a screen pop with all the essential information so they are completely prepared to answer any questions the customer may have.
All of this happens in real time taking a matter of milliseconds, thereby eliminating the lengthy step of manually inputting data into a CRM following the call. It’s as predictive and personal as customer service can be.
Why It’s a Must
Customer service is in the driver’s seat when it comes to winning more business in today’s buyer-centric landscape. And with phones being the most widely used channel for customer service, call and contact centers are positioned at the front of the efforts.
Turning computer telephony integration from a clunky development process into a speedy connection that’s both time and cost effective can only have a positive impact on businesses that process phone calls and have a network ecosystem.
Total time of CTI implementation for Mulesoft users is now mere weeks as opposed to countless months, and CDC pricing is structured as subscription-based with no upfront costs making it ideal for mid-market to enterprise-level customers.
Lower total cost of ownership coupled with significantly reduced time to market and unlimited scalability create an ideal mix of benefits bundled together in a flexible, user-friendly software that enhances the overall customer experience. It’s the perfect piece to your missing puzzle and can seamlessly bridge the connectivity gap.