To answer the request of many US and European customers Nixxis has worked on a complete integration of Salesforce CRM via OpenCTI. In addition to the management of Nixxis features in Salesforce, this integration allows a real interaction between the software’s. Indeed you can create targeted campaigns directly in Salesforce and fill your customer records with information collected during conversations via Nixxis Contact Suite v2.1 trough calls, emails, chats, sms, fax or even social website…
The big advantage offers by Nixxis thanks to the OpenCTI integration is that you actualize customer information directly in Salesforce.com avoiding the never-ending duplications, copies, synchronizations, exports and imports that are often the cause or mistakes or data loss. Nixxis and Salesforce information are always automatically synchronized.
Going a bit further, this integration is twofold; the first concerns the agent. It is from within Salesforce that you go to the "agent" toolbar with the same functionality as in Nixxis (eg: agent ready, paused, consultation ...).
In each record of your Salesforce.com CRM, with only a simple click on the button ‘call’ for Nixxis dials directly the phone number of the record on which you are (" Click- to-call ").
In the context of incoming calls, if the customer is identified (eg: via an IVR and its incoming call number or DID), the customer record is automatically reported in Salesforce.
The second concerns the integration of campaigns. Campaigns are sets of contacts or “leads” grouped to be contacted for the same action. These campaigns are defined in Salesforce.com and available in Nixxis Contact Suite.
From a practical point of view, your administrator is identified in Nixxis where he chooses to work on a "Salesforce" campaign. This displays campaigns created beforehand in the CRM. It remains only to select the one you want to work.
All information necessary to the dialer, such as the callback date, the latest numbering status, etc ... are added automatically into Salesforce.
This allows you to view all contact information in Salesforce.com and print your reports via the same interface. A convenient way to keep your efficiency by keeping the reporting formats that you are familiar with.
This integration performed on the basis of standard OpenCTI is now available for all new Nixxis clients, but also for all existing customers wishing to upgrade to the latest version of NCS v2.1 .