Software Integrations

Potentiality of MS dynamics are:

• Deliver the most comprehensive view of their customer base and needs.
• Unlock powerful AI-driven insights through limitless analytics with deep integration using Microsoft Azure Synapse Analytics.
• Drive meaningful actions across the customer journey with turnkey integrations that make it easier to share insights with any application, be it Microsoft or third-party platforms.
• Build on our commitment of unmatched data privacy and security by enabling organizations to better control and secure sensitive data with data classification and permissions from Microsoft Information Protection.

Skylux offers MS Dynamics integration, implementation and complete call center setup for your business. Contact Skylux to learn more or deploy MS dynamics in your environment. Our trained engineers can help you navigate the challenges of designing your solutions.

Zendesk is a comprehensive and focused help desk suite with all the essentials your support needs that you can scale according to your growth pace: ticketing system, knowledge base, community forums, live chat and call center. Zendesk Live Chat, it is one of the simplest but best ways to engage high-value leads when they land on your website. It Support puts all customer interactions in one dynamic interface for an efficient, seamless process. Zendesk also gives you the option to set up a call center with web, mobile and messaging channels. This is ideal for highly engaged customers or prospects; your agents can quickly connect to them via automated trigger. Key features of Zendesk are,

• Flexible ticket management with automated workflow.
• Multi-channel support: email, web, phone, chat, social media.
• Mobile support with native iPhone, iPad, and Android apps.
• Customer-facing web interface that you can easily brand.
• Knowledge base portal and community forums included.

Contact Skylux to learn more or deploy Zendesk in your environment. Our trained engineers can help you navigate the challenges of designing your solutions.

Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization’s service experience, Oracle Service Cloud delivers measurable business impacts across all industries. Web Customer Service Oracle’s Web Customer Service is a highly interactive and customized experience that lets customers engage with your business on their own terms via online or mobile devices. More and more, organizations can engage in automated or proactive service through virtual assistants, chatbots, or the Internet of Things. Cross-Channel Contact Center Oracle’s Cross-Channel Contact Center empowers organizations to provide immediate, consistent, and even proactive service across multiple channels. The agent desktop can be dynamically delivered based upon brand or role, providing all relevant information (such as billing, orders, and commerce data) at the agent’s fingertips. Contact Skylux to learn more or deploy RightNow in your environment. Our trained engineers can help you navigate the challenges of designing your solutions.

Salesforce CTI integration is a great way to streamline operations and improve the quality of every interaction you have with your customers and prospects. Our CTI integration with Salesforce helps our customers connect everything they know about their customers and prospects to every conversation they have with us. It provides your inside sales and service teams with a complete activity history, enables clever and dynamic routing to ensure your customers and prospects always speak to the right person and delivers results fast. Contact World from skylux integrates natively with your Salesforce investment across sales and service right down to your custom objects those fields that really matter to you. Skylux is one of the pioneers of Open CTI. With Contact World we’ve taken CTI to the next level, instead of traditional on-premise Computer Telephony Integration you get seamless integration between your org in the Salesforce Cloud and your telephony in Skylux cloud. This level of Salesforce CTI integration is the deepest in the industry and doesn’t require any CTI adapter software to be downloaded and installed on your agent’s computers. Open CTI The integration is based on Salesforce’s Open CTI API: The softphone is integrated as a Web page in the browser. Going a bit further, this integration is twofold; the first concerns the call center agent and the second concerns the integration of campaigns. Skylux can integrate the Open CTI for call center operation.

Coupled With SAP Solutions, CRM Connector Enhances the Efficiency and Performance of Service and Support Teams by Providing Contact Center Agents a Single Interface With Click-to-Dial and Screen Pop Capabilities That Reduce Time to Resolution and Help Personalize Customer Interactions. The Interactive SAP CRM Connector integrates seamlessly with SAP, ensuring our customers have a positive experience with informed users. Communication management is viewed directly within the SAP user interface, embedding intelligent queuing, automated screen navigation, and call controls into your SAP eco-system. For our customers this means they get through to the right person, with the right information, first time, and have a knowledgeable, personalized experience, sending customer satisfaction levels sky high. For your knowledge workers, the SAP CRM Connector communications-enables the SAP desktop. This creates a screen pop of customer screens on call delivery, click-to-dial from SAP screens along with call control (hold, transfer, etc.), improving efficiency and streamlining customer communications across your organization. Armed with this information at their fingertips, service teams can personalize their engagement with each customer, respond more precisely to their respective inquiries and maximize first interaction issue resolution. Choose the best solution for you The SAP CRM Connector enables two modalities, allowing you to select the best choice for your contact center. Manage your SAP and Contact Center interactions in a single place by embedding Enghouse Interactives Communications Center (EICC) functionality directly into your SAP application. Your Agents will have access to call control, screenpops and view key contact center data – such as the queue name, wait time, for all voice, email or webchat interactions – all from within the SAP desktop. Alternatively, you can leverage the TouchPoint Agent application to enable a 360 degree view of your customer interactions. Also integrated with SAP and providing screenpop and call control functionality, the SAP application can be embedded within TouchPoint itself to provide your agent with a single interface to the contact center application and SAP CRM.

Oracle Siebel CRM is a comprehensive customer relationship management solution for the enterprise. It is strong in all business functions with the exception of e-Business and mobile CRM, which is rated as good and Social CRM functionality, which is rated as limited. Account management Account management supports an organizational chart, which graphically displays business relationships of both internal and external contacts. Also, accounts can be prioritized by status, value and by probability of success for enhanced opportunity management. Siebel modules support account management functions such as analysis of order history, lead tracking, and sales cycle analysis. Account management functionality helps team members, current and new, track the account’s history with respect to pre-defined action items set up to close a sale or service a customer. Customer contact center Customer contact center functionality is enhanced with Siebel eService for customer self-service, and a “call me now” feature, Siebel eCollaboration for hosting virtual meetings and Siebel Assignment Manager for the assignment and escalation of incidents. The functions can be integrated with a multi-media portal, which would allow the customer to request service and engage appointments. Contact Skylux to learn more or deploy MS dynamics in your environment. Our trained engineers can help you navigate the challenges of designing your solutions.