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Mirage Contact Center Suite - any PBX - Microsoft Teams

ACD | Call Distribution | IVR | Contact Center | Audio Archive

Overview

Contact Center Suite for CTI Data Connector for Salesforce or Mirage Connector for Service Cloud Voice. (see separate App-Exchange Listings) Includes Call Distribution Based on Salesforce Data and Audio Archive.

See How Mirage Contact Center Suite - any PBX - Microsoft Teams Works

Call Distribution based on Salesforce Data The caller will be directly transferred to the right person
Data Lookup in Salesforce Personalize call experience, distribute call based on personal data
Display data based on IVR selection Agent gets automatically the relevant data for the call

Imagine your phone system can greet the caller in his language with his name like Hello Tom - nice to hear from you again. Automatic Call Distribution for Salesforce makes that true. It allows the phone system to access any data in Salesforce and use it in the phone system CALL DISTRIBUTION BASED ON SALESFORCE DATA Define workflows like transfer the call to the contact, account owner or ticket owner. Custom objects and custom fields are supported. Omni-Channel presence state is considered for call distribution. DISPLAY DATA BASED ON IVR INPUT If the caller types in an ID via the IVR - e.g., case or contract ID - this case or contract will be loaded when the agent answers the call. This feature requires CTI Data Connector for Salesforce. LOOKUP DATA BASED ON SALESFORCE DATA The phone system can lookup data in Salesforce e.g • Language • City or Country • Name • Service level agreement This feature offers endless options like greeting the caller with his name, distributing the call based on city or country, prioritize the caller based on the service level agreement. Works with ANY PBX which can invoke a Web Service .