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Cisco Finesse Inside Incedo CRM

nila27
Level 1
Level 1

Hi All,

We are use Finesse 11.6 with UCCE 11.6 components . Globally we are using Incedo CRM for other department work day today use.

 

Requirement:

Going forward UCCE , Agents are going to use only  Incedo CRM via Browser continuously and they wont use finesse agent desktop . here we need to bring Finesse functionalities in to this I CRM with custom widget inside this CRM. This custom widget will show the calls,alerts etc as like Agent desktop:

 

If any Finesse calls comes , agents will get notified in their CRM and they will answer the call through CRM.

I am not sure whether this integration of Finesse inside this  CRM is possible, do you think we need any connectors to do this functionalities?.If so , how i can start this work , please suggest.

What are all the events we needed from Finesse perspective to publish or subscribe the events to CRM development team.

 

Thanks,

Nila.

2 Replies 2

PTS
Spotlight
Spotlight

Hi 

If you are open to 3rd party solutions then MARS Cisco UCCE PCCE Connector for CRM will fulfill your requirement.

Please refer to attached solution document for details.

 

For more info please write to info@parsec-tech.com

www.parsec-tech.com