CLink for Contact Centers integration
Integration of Salesforce with Cisco and Alvaria(ex.Aspect) Contact Centers
Overview
CLink is an application that integrates Salesforce with Cisco Unified Contact Centers (UCCE and UCCX) and Aspect Unified IP.
CLink enhances Salesforce with the interaction management capabilities of Cisco and Alvaria (former Aspect) Contact Centers. Hence, it empowers agents to provide better customer engagement without having to switch between multiple windows.
Supports omnichannel customer engagement CLink supports all available communication channels including digital channels so agents can handle multiple communications simultaneously, even when interaction channels are managed by different platforms.
Capable to handle complex architectures CLink enables the connection of multiple instances of Salesforce with different versions of Cisco and Alvaria Contact Centers. This makes CLink the middleware of choice for complicated contact center environments.
High availability and Session persistence CLink is capable to automatically restore and resume all active processes in case of system failures or faults. It supports N+1 redundancy, mitigating the risks of a single point of failure. Load balancing For cases of high loads, CLink is designed to balance the traffic between multiple servers, and the portals or the access points of the contact center. With this, it prevents bottlenecks and ensures uninterrupted operation. Expandability CLink can accommodate unlimited agents with the deployment of additional CLink servers even while CLink is active, achieving zero-downtime during upgrades. Administration suite CLink administration application enables the monitoring of system resource utilization, system health, and other vital statistics. Administrators can supervise specific operations, broadcast messages to teams and manage logs.
Categories
- Business Needs
- Integration
- FeaturesLightning ReadyOptimized for Salesforce orgs that use Lightning Ready.
- Lightning Ready