iCX integrates with your CRM application to provide data driven routing, screen pop, click to dial, and more. Integrating your CRM application with iCX provides your contact center employees a complete view of your customer all within a single interface.
Automatically identify inbound callers and present the appropriate CRM record all before the call is even answered.
Eliminate the time spent on administrative tasks by automatically logging voice calls and notes in the contact record history.
Use rich customer data stored in your CRM to route calls to the appropriately skilled agent without any prompts from the caller.
iCX captures each caller's journey through your IVR and displays the path directly within the CRM console. This allows agents to understand the context of the call.