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Genesys CTI integration with third-party systems
Customer
Multinational car rental company.
Customer objective
Reduction of costs and resources related to the management of incoming calls in the customer’s contact centre.
Needs
Lighten the management of incoming calls with automatic callback solutions and integrate the contact centre with the Salesforce CRM system in order to obtain more fluid and personalized management of interactions with customers.
Solution
We implemented specific configurations for the automatic callback system. Additionally, we integrated an automatic pop-up to immediately view customer data from the Salesforce profile. Finally, we managed the call closure phase using the “reason code” to efficiently track and categorize the reasons for each call.
Comtel added value
Thanks to our vertical expertise on the Genesys Engage platform, combined with our knowledge of the customer’s reality and work context, we were able to perfectly integrate the platform with third-party systems and applications, both on-premises and cloud.
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