CDC Software Platform

The CDC Platform with over a dozen telephony connectors (e.g. Avaya, Cisco, Asterisk, Mitel, etc.) provides integration between your telephony system and your Sugar environment. The platform supports searching, displaying, and creating Sugar items based on the call data associated with a voice call. Leverage the information collected within your IVR, Voice Portal, ACD, databases, and web services to Screen Pop the agent's Sugar session with new or existing Sugar users, tickets, and more.

The integration provided by the platform is two-way and supports the updating of the call data within your telephony system and other contact center systems with Sugar data. This enables Sugar user and ticket data located or created during the existing call to be made available to other agents that may handle the call via transfer or conference. The platform also supports connectors to many 3rd party applications, platforms, databases, and web services enabling data to be easily shared between these systems and your telephony environment.

To view an introductory video go to: https://www.youtube.com/watch?v=ThEdVtiF9W8 To view a more technical video go to: https://www.youtube.com/watch?v=fa7tRSqdick

Features and Benefits