UCCX Integration with CRM

[mustafa.ashraf]

i am proposing a UCCX contact center express solution to my customer and he asks for CRM integration with UCCX also i provided on prem BE6000M CUCM and A-Flex 3.0 Enhanced License , However i am confused of integration with CRM as it says non-included in UCCX Premium license but in another articles it says API integrations with CRM is valid, could you please support ?

[david.macias]

There are two parts to this question. Can you consume APIs from your CRM with the CCX premiums license? Yes you can. However, confirm that it's a REST based API which will be much easier to do. The second question. Can the CCX agent desktop consume APIs from your CRM? Yes, but it depends on what kind of integration you're looking for. The license does not apply here to build a Finesse gadget to integrate with your CRM. However, if you want the agent desktop to be embedded within the CRM then you would need a seperate vendor like Bucher and Schutter to provide a CRM adapter. There are other vendors and you can certainly build your own.

david

[Pranjol Saikia]

H i as David has said correctly you may need a 3rd party CRM connector for UCCX like below

https://developer.cisco.com/ecosystem/cpp/solutions/195083/

For more details you can write to info@parsec-tech.com

[MHirschmann]

Thank you for reaching out with your question about CRM integration with UCCX. I'm happy to clarify this for you.

As a Sol+ partner we (2Ring) have integrated CRM solutions with Cisco Finesse, which is a key component of the UCCX environment. We can connect UCCX with various CRM systems, such as Salesforce, Microsoft Dynamics, including softphone functionality or any other CRM platforms your organization might be using. check out this posting https://developer.cisco.com/ecosystem/cpp/solutions/161953/

The added value here is that these integrations enable seamless data exchange between your contact center and CRM system. This allows agents to have immediate access to customer information and interaction history directly within their Cisco Finesse interface. The result is a more efficient workflow, enhanced customer experience, and a comprehensive view of customer interactions.

If you need further customization or specific integration details, our team is fully equipped to provide the necessary support to ensure a smooth and effective CRM integration tailored to your specific needs.

2Ring is on CCW / Cisco’s Price List (Solutions Plus) so all of our products can be purchased directly through Cisco via CCW-Solutions Plus under 2RING-APPS.

www.2Ring.com/Gadgets

www.2Ring.com/DW

Let me know if you need more detailed information or if you'd like to schedule a meeting to discuss this further.

Best regards,

Marco