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CLink

Improve customer engagement
with CRM and contact center integration

CLink is a middleware that connects the CRM and the contact center. CLink enhances the CRM with the interaction management capabilities of the contact center and allows agents to work more productively across all communication channels.

Compatibility to both ends

CLink connects Aspect and Cisco contact centers with all the leading CRM applications or a custom developed CRM. CLink is certified by the vendors of the contact center and CRM applications to ensure that the integration is trouble-free.

Contact Centers

 

Aspect Unified IP

Cisco Contact Centers

CRM and contact center on a single screen

CLink brings on the screen of the CRM application the interaction management features of the contact center, so agents no longer have to switch between multiple windows. With this, agents can deliver quality customer experience easier and faster.

Orchestrate omnichannel customer engagement

CLink supports all modern digital channels allowing agents to address multiple communications simultaneously. As a result, agents are able to engage with customers in digital channels from the familiar interface of the CRM.

 

 

 

The only one with an admininstration suite

Supervise system utilization, system health and other vital statistics of every local or remote CLink server with the administration suite it offers. Furthermore, it enables the monitoring of selected operations, broadcasting of messages to teams and management of system logs through an advanced logging system.

 

 

Capable to handle extreme complexity

CLink is capable to control the communication and synchronization between multiple instances of  the CRM application and the contact centers of different vendors. This industry-leading feature makes CLink the middleware of choice for complicated contact center environments, where diverse systems coexist.



Benefits for
contact centers

  • Empower agents to service customers better by performing telephony functions from inside the CRM application.
  • Raise the productivity of agents by enabling them to respond faster to customer queries.
  • Optimize the operation of the contact center using the monitoring and reporting capabilities of CLink’s administration suite.
  • Make the work of contact center administrators easier with CLink’s high availability and load balancing features.

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