ATLaaS CRM Integration

ATLaaS CRM Integration is a connector specifically designed to integrate CRM solutions, both customized and best of breed, with ATLaaS platform.

Such a global compatibility is reached thanks to its Web based architecture: the pre-integrated platform enables our clients to reduce time-to-live and integration costs, increase Agent's efficiency and Customer Satisfaction and loyalty.

This solution was developed directly by Atlantic Technologies and is based on new open development languages and technology market standards (XML, Java, and Web Services).


ATLaas CCOD is fully pre-integrated with best of breed CRMs:

moreover, thanks to the web based architecture, it is easy to integrate also with most of custom CRMs.


This allows all the Agents:

  • to manage Customers info in a fast an complete manner, due to full integration in one single interface
  • to manage the Customer calls  history and all the CRM data in one single and fast way.

Thanks to this advantage, ATLaaS CRM Integration guarantees reduction of Total Costs of Ownership (TCO) while endowing Users with customization, full scalability and rapid implementation. It is proposed in two different versions:

  • Voice Package: voice channel integration.
  • MultiChannel Package: E-mail, Fax, and Chat channels integration.

 

  Voice Package

 This channel Integration package includes: 

  • Inbound Phone Calls, with tools such as contact lookup using caller Phone numbers, Voice Call interaction activity creation, Popup in CRM On Demand (Contact or Tasks pages), Call Back Task schedule, Wrap Up and End of Interaction management, Inbound voice mail handle by phone
  • Outbound Phone Calls capabilities, like One “Click to Dial” from Contact Page, “Start Call” from Task Page, Call Back management, Popup in CRM On Demand (Contact or Tasks pages) and Wrap Up and End of Interaction management.

More Details 

  

  MultiChannel Package

This package offers a larger amount of services, aiming at covering the entire set of media. Such packages encompasses:

  • Email Inbound capabilities, like Interactive Inbound Email in CRM, Contact lookup in CRM based on Email address, Email Inbound activity creation in CRM, Original Email Message and attachments download from CRM, interactive Email Reply into the CRM, Wrap Up management and End of Interaction
  • Email Outbound capabilities, like the ability to send outbound Email from Contact Page, asynchronous Email Reply, Email Outbound activity tracking in CRM
  • Chat Inbound capabilities, like Interactive Inbound Chat, Contact lookup in CRM based on Email address, Chat Log activity tracking in CRM
  • Fax Inbound capabilities, like Interactive Inbound Fax, Fax Inbound activity creation in the CRM, Fax digital image download from CRM
  • Outbound SMS, that inform customers about the Contact Center availability and send SMS from the Contact Center in case of specific events (inbound calls, IVR selection, outbound calls, schedule events)

More Details