An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, the customer wants to insert the account number into the account number field in the agent's CRM desktop application. The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability?

Question

Quizplus · Accepted Answer

Cisco Unified CCX Enhanced provides the necessary features for IVR prompting and integration with CRM applications at a lower cost compared to the Premium or Enterprise versions.

An Organization Wants to Collect an Account Number from a Customer