WebAgent

Dialogue Cloud WebAgent turns your CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Application (Microsoft Dynamics 365, SalesForce and more) into a powerful tool for contact center agents. Nested inside the CRM interface (or run as a full-screen web application with CRM information nested inside), WebAgent provides users with cloud-based omni-channel contact center functionality without having to move between applications. Agents can receive and send calls, chats, and emails all from within their CRM application.

Customer information for inbound and outbound dialogues are automatically displayed and directly linked to their CRM record. The Timeline shows the entire customer journey from initial contact to closing, including dialogues transferred outside the contact center, and logs the information in CRM. Agents enjoy efficiency gains and provide greater customer service through an immediate and complete view of the caller’s information in a single pane of glass.

Dialogue Cloud WebAgent is hosted from Microsoft Azure cloud and can connect with Dynamics 365 Channel Integration Framework (CIF) to integrate with the Microsoft Dynamics Unified Interface, or the SalesForce CTI to integrate with the SalesForce Interface and many more CRM platform API's. This provides the CRM client with the ability to integrate with rich Dialogue Management capabilities for your contact center agents and supervisors. Dialogue Cloud WebAgent supports, amongst others, Dynamics 365 online and SalesForce, as well as connect with Skype for Business (On-Premise) and/or Exchange Online and Microsoft Teams from Microsoft 365.

Note

An additional Dialogue Cloud WebAgent license is required.

Available Languages

The Dialogue Cloud WebAgent is available in the following languages:

Chinese (Simplified)
Danish
Dutch
English
German

French
Italian
Spanish
Swedish