on 06-11-2015 3:48 PM
Hi,
Does C4C CTI integration support Genesys telephony system?
Can anyone share any information on this?
Regards,
Subhasish
Hi Subhasish,
It is possible to connect C4C to Genesys. It requires customizing the Genesys softphone to make a simple localhost http call, to pass information into C4C.
You can find the details in the Service Marketplace:
Kind regards,
Gab
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Hi,
Does C4C CTI integration support Vocalcom telephony system?
Kind Regards,
Andreas
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hi
it doesn't look like there is any softphone capability provided here?
only the ability to pass through the CAD information from the inbound call and switch
any one know
hi thierry by the way
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Hi there,
Correct, the softphone features (pick up the call, hang up, forward, etc.) need to be delivered and consumed via the telephony infrastructure.
What C4C provides is the ability to receive the call data (phone number and anything else collected via IVR) as soon as the phone rings, and to use it to trigger a customer/ticket search. If the caller already exists in the CRM, the agent will therefore be able to see the customer data as he or she picks up the phone.
Our roadmap for next year includes a deeper integration to telephony systems to expose a subset of capabilities directly from the C4C UI, but that's a few releases down the road.
Thanks,
Gab
Hi Bianca,
A few more details will be available later in the year, after Sapphire. We basically plan to integrate C4C with other products in the portfolio that do provide deeper telephony integration.
From a C4C standalone perspective, we will keep supporting and fine tuning the existing capabilities, but we will not provide out-of-the-box softphone controls within Live Activity. Partners may be able to deliver this functionality on a project basis.
Kind regards,
Gab
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