UNIVERGE BLUE® Extend Contact Center Integrations

UNIVERGE BLUE® ENGAGE for Microsoft Dynamics® 365

  • Alert and Adapt
  • Streamline Workflows
  • Easy to Use

Key Features

  • Log call details: Easily annotate and capture key details from a call; save the call outcome/classification to the customer’s account.
  • Screen pops: Pull up existing customer account records from incoming calls.
  • Record calls: Capture audio and screen recordings of interactions with customers and automatically store them in their account record within Dynamics 365.

Benefits

  • Improve customer journey: Access relevant customer data at the right time to deliver a more personalized experience to each customer.
  • Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
  • Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

UNIVERGE BLUE® ENGAGE for Salesforce®

  • Alert and Adapt
  • Streamline Workflows
  • Easy to Use

Key Features

  • Log call details: Easily annotate and capture key details from a call; save the call outcome/classification to the customer’s account.
  • Screen pops: Pull up existing customer records from incoming calls.
  • Record calls: Capture audio and screen recordings of interactions with customers and automatically store them in their account record within Salesforce.
  • Case lookups: Access case status for clients or build a call flow that lets them self-serve.
  • Prioritize inquiries: For customers with open cases, you can sort incoming inquiries into queues based on the status of their case.

Benefits

  • Improve customer journey: Access relevant customer data at the right time to deliver a more personalized experience to each customer.
  • Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
  • Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

UNIVERGE BLUE ENGAGE SalesForce Integration

User must have an active UNIVERGE BLUE ENGAGE ADVANCED or COMPLETE plan and active Salesforce® account to use this integration.

UNIVERGE BLUE® ENGAGE for Slack®

  • Alert and Adapt
  • Streamline Workflows
  • Easy to Use

Key Features

  • Send alerts in real-time: Deliver time-sensitive alerts and updates to selected channels in Slack; take rapid action before situations become problematic.

Benefits

  • Alert and adapt in real-time: Keep your finger on the ENGAGE contact center pulse by delivering alerts and updates in Slack to agents.
  • Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
  • Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

Slack Integration Setting up Slack Integration Creating a Webhook in Slack

Must have active UNIVERGE BLUE ENGAGE ADVANCED or COMPLETE plan and active Slack® accounts to use this integration.

UNIVERGE BLUE® ENGAGE for Zendesk®

  • Alert and Adapt
  • Streamline Workflows
  • Easy to Use

Key Features

  • Log call details: Easily annotate and capture key details from a call; save the call outcome/classification to the customer’s account.
  • Record calls: Capture audio and screen recordings of interactions with customers and automatically store them in their account record within Zendesk.
  • Screen pops: Pull up existing customer account records from incoming calls.
  • Case lookups: Access ticket status for clients or build a call flow that lets them self-serve.
  • Prioritize inquiries: For customers with open cases, you can sort incoming inquiries into queues based on the status of their ticket.

Benefits

  • Improve customer journey: Access relevant customer data at the right time to deliver a more personalized experience to each customer.
  • Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
  • Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

UNIVERGE BLUE ENGAGE ZenDesk Integration

Must have active UNIVERGE BLUE ENGAGE ADVANCED or COMPLETE plan and active Zendesk™ account to use this integration.

UNIVERGE BLUE® ENGAGE for ServiceNow®

  • Alert and Adapt
  • Streamline Workflows
  • Easy to Use

Key features

  • Log call details: Easily annotate and capture key details from a call; save the call outcome/classification to the customer’s contact.
  • Record calls: Capture audio and screen recordings of interactions with customers and automatically store them in their contact record within ServiceNow.
  • Screen pops: Pull up existing customer contact records from incoming calls.

Benefits

  • Improve customer journey: Access relevant customer data at the right time to deliver a more personalized experience to each customer.
  • Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
  • Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

Must have active UNIVERGE BLUE ENGAGE ADVANCED or COMPLETE plan and active ServiceNow™ account to use this integration.

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