Our Integrations.
Whether you are:
1. Replacing your Contact Centre because you are replacing your CRM, or
2. You want to integrate into your existing CRM,
It is vital to integrate, to provide a great customer experience.
PureCloud is developed on an API first principal, it’s built to be integrated.
At Straticom, we specialise in integrating PureCloud into your ‘off-the-shelf’ or bespoke CRM. Consolidate your reporting and business intelligence and include modern add-ons like Chat Bots and Artificial Intelligence.
Get real value from your new Contact Centre by letting Straticom integrate your solution. Below are some example integrations and potential benefits.
1. Replacing your Contact Centre because you are replacing your CRM, or
2. You want to integrate into your existing CRM,
It is vital to integrate, to provide a great customer experience.
PureCloud is developed on an API first principal, it’s built to be integrated.
At Straticom, we specialise in integrating PureCloud into your ‘off-the-shelf’ or bespoke CRM. Consolidate your reporting and business intelligence and include modern add-ons like Chat Bots and Artificial Intelligence.
Get real value from your new Contact Centre by letting Straticom integrate your solution. Below are some example integrations and potential benefits.
Salesforce
PureCloud includes an out-of-the-box integration to Salesforce that provides:
- Integrated Softphone – Allowing agents to just have one interface to manage all calls, emails, web chats and data.
- Screen Pop – To pop the customer’s record when a call arrives.
- Activity Log – Against the customer which includes wrap-up code and link to the call recording.
- IVR Data Action – to lookup Salesforce Data for self-service or skills based routing.
- Outbound Dialler – To allow campaigns to be created in Salesforce and synchronised to PureCloud.
What we do,
- Know how to install and setup the connectors.
- Best practices for routing, deploying and routing work flow items.
- Develop and APEX code or triggers to enhance the integration.
- Other enhancements eg. create scheduled callbacks.
Microsoft Dynamics
PureCloud supports Microsoft Dynamics’ data actions, allowing CRM data to be queried and used for IVR, Scripts and screen pops.
Straticom are experienced in setting up Dynamics integrations and customising actions to meet customer requirements.
We specialise in creating these custom actions to act on data within Microsoft Dynamics. In turn, you can then use these data actions to make routing decisions on your call flow in PureCloud’s architect.
Hubspot
Straticom have pre-built integrations into Hubspot CRM allowing;
- Integration of Contacts to PureCloud external contacts in real time.
- Ability to search and retrieve contact information in the IVR and scripts.
- Extract Hubspot timeline information into agent scripts.
- Screen Pop contact on call arrival
- Update engagements for each call automatically.
- Automatically adding contacts to an outbound calling campaign based on Hubspot workflow triggers.
Zendesk
PureCloud provides an embedded soft-phone inside Zendesk, providing all call controls and supporting calls, call-backs, outbound dialling, and chat interactions.
While there is nothing to install on Zendesk, Straticom are experienced in the setup and using the configuration.
Bespoke CRM Integration
PureCloud provides a comprehensive range of API’s to allow integration into just about any web based CRM. Straticom have experienced developers that can quickly and easily integrate your bespoke CRM into PureCloud, leveraging your existing investments.
Our team are quick-thinking, active listeners and personable. We can leverage PureCloud into your in-house systems.
AWS Lex Chat Bot
Chat bots are a cutting edge technology that offers incredible potential for self-service and improved customer experience.
Straticom have experience in building and deploying chat bots to compliment PureCloud, automating simple intents and reducing the load on your contact centre.
The process of creating intents and a comprehensive chat bot is sometimes overwhelming, but our templates and knowledge on effective building of the bots makes this process seamless.
AWS Lambda
PureCloud are experienced AWS developers and can extend the PureCloud API’s by added AWS lambda functions allowing far more flexible integrations.
Straticom leverage AWS lambda to automate many process like re-cycling outbound campaigns, synchronising external systems and much more.
We use this to intelligently reduce your work and drastically improve the agent and supervisor experience.
Geckoboard – Wallboard
PureCloud provides a comprehensive suite of real-time reporting and supervisor tools.
We often find our customers want a simple dashboard, including all the critical PureCloud details combined with external data from CRM’s, websites and other information systems.
Straticom have solved this issue by leveraging Geckoboard, a cloud-based dash-boarding solution. Straticom have developed tools to extract real-time reporting data direct to the dashboard and combined with other off-the shelf CRM data from sources like Salesforce, Dynamics, Google Analytics and many more.
Business Intelligence & Custom Reporting
PureCloud provides standard reports, however, there is much more detailed information stored with PureCloud that can be accessed via the API’s.
Straticom have worked with customers to extract this data into their existing BI solution such as Qlik, Power BI & Tableau. This allows customers to consolidate reporting across all systems.
If you do not have a current BI solution, we can also build and schedule custom reports, allowing detailed excel reports with embedded pivot tables and more.
Twilio
Twilio provides the ability to enhance the functionality of PureCloud offering features such as bulk SMS, Elastic SIP trunks, SMS surveys, Chat Bots and Natural Speech IVR.
Straticom have experience integrating PureCloud to Twilio to extend the standard capabilities of PureCloud.
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Straticom
We take pride in everything we do. We are known for our nurturing attitude and great attention to detail. All of our members have excellent active listening skills, and we are constantly working on our projects to ensure our customers are more than satisfied.
About
Products
Subscribe
If you wish to receive our latest news in your email box, just subscribe to our newsletter. We won’t spam you, we promise!
Straticom
We take pride in everything we do. We are known for our nurturing attitude and great attention to detail. All of our members have excellent active listening skills, and we are constantly working on our projects to ensure our customers are more than satisfied.