Unifon Presence
ITX Integration with Unifon Presence
Description
ITX is integrated with Unifon and provides a real-time view of users’ availability in ITX based on their mobile status. This integration ensures that the system and colleagues always have up-to-date information on whether a user is on a call.
Benefits for the Business
The integration provides a better overview of availability within the organization, making it easier to route inquiries correctly. This contributes to more efficient collaboration and better utilization of resources.
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What Does Integration Solve?
Without integration, employees often have to work in multiple systems at the same time. They have to look up customers, orders, and invoices manually, and important information can easily be overlooked.
Typical challenges include:
- Customer data is spread across multiple systems
- Lack of an overview of orders and delivery status
- Time-consuming manual processes
- Limited historical data available in customer conversations
The integration between ITX and Multicase solves this by consolidating all relevant information directly in ITX. When a customer contacts the company, employees have immediate access to everything they need. This makes it possible to provide quick, personalized responses without putting the customer on hold or switching systems.
How does the integration work?
- ITX receives mobile status updates from Unifon via webhook
- When a user is on a private phone call, their status is automatically updated in ITX
- Colleagues and the system can see whether the user is available or busy
This makes it easier to avoid sending inquiries to users who are busy and ensures a smoother workflow.
Features
- Real-time display of mobile status from Unifon
- Automatic Updates to Availability in ITX
- A Better Foundation for Routing and Resource Management
| Category | What You Get |
|---|---|
|
Customer Data |
Complete overview of the customer, including contact information, history, and credit status |
|
Order |
View status, items, and tracking information while speaking with the customer |
|
Invoice |
Open, send, and follow up on invoices without switching systems |
|
Logistics |
Track shipments and view inventory status and backorders |
|
Follow-up |
Manage quotes, returns, and customer communication all in one place |
|
Synchronization |
Automatic synchronization between ITX and Multicase |
|
Insight |
Real-time KPIs provide an overview of customer activity |