CTI Screen Pop Integration Design

[frank.castle]

Hello everyone.  I am preparing to meet with a client to discuss a new implementation of UCCE.  One of the features they would like to add to their contact center is screen pop (SAP) for their agents.  I've never had to plan for this type of integration before so I was hoping to get some help on the most important design considerations for this feature.  What do I need to consider when it comes to integrating a screen pop into a contact center?  What are the questions I need to be asking my client?  Any help would be greatly appreciated.  Thanks in advance.

[bill.king1]

Are you planning on trying to do it yourself, vs. using something like Bucher and Suter (https://www.bucher-suter.com/crm-connectors/sap-integration/ )
There are other companies out there as well, just using them as an example.

[frank.castle]

Thanks for the response, Bill!  There has been discussion around Bucher and Suter and 2Ring however a direction hasn't been selected yet.  There has also been discussion around potentially doing this in house.  I was hoping to be able to ask the proper questions during the design phase to be as helpful as possible to my client's decision.  Let me know if there are any other details, I can provide that might be helpful.  Thank you again for your response.  This came up last minute and I had no time to prepare and no prior experience so I'm in a bit of a bind.  I appreciate your help very much.

[PTS]

Hi Frank,

If you are open to 3rd party CRM connectors then you can check Parsec's CRM Connector for Cisco UCCE / PCCE /UCCX

Please refer to attached document for details of the CRM Connector for Cisco Contact Centers

For further details please contact PARSEC TELESYSTEMS at info@parsec-tech.co