Optimus offers complete integration to your IT systems, just like large-scale Call Center and CTI software. Such integration
can make a real difference in how you handle calls from your customers. Every call is important - some are just more urgent.
In order for you to give priority to such calls and customers, Optimus offers the two key elements for Call Center Integration:
full connectivity to external databases, and Screen Pop-up Integration to your CRM or any other software.
With such notable yet simple integration in place, you can do several things. You can route and prioritize your calls according
to who the customer is, and even according to their recent activities. You can base your Call Center activity on business
rules which are more customer-oriented and service-oriented. For Exmaple:
Assign higher priority to VIP customers
Assign higher priority to customers with open cases
Automatically route customers with open cases to the appropriate specialist, without having them go through your IVR
menus (again...)
Pop-up your CRM screen for your agents before they even answer the call - thus enabling them
those extra few seconds to prepare for the call
Define overflow rules from one queue to the other based on who the customer is, and not only on how long they've
been waiting.
Optimus utilizes ODBC connections in order to connect to any commercial database. You can write your own SQL
queries, or have your CRM vendor do it for you. Screen Pop-up is done through a simple interface. If your CRM is
web-based, you can do it all by yourself. If you have a Windows Application-type CRM, a standard ACTIVEX
component is provided along with Optimus for your software vendor to implement.
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