Third party CRM Integration with CC

overview crm integration enables seamless connection between a contact center platform and third party crm, erp, lms, or core systems to provide a unified agent interface and improve customer journey management this integration allows contact center agents to access customer data, handle interactions across multiple channels, and efficiently manage customer relationships and workflows key benefits enhanced agent efficiency through integrated customer data access omni channel support providing seamless customer interaction experiences flexible integration approaches supporting various crm architectures and requirements functionality crm integration supports two main host system types crm as host and ameyo as host crm as host ameyo provides voice capabilities embedded within the crm via a prebuilt or custom toolbar agents work primarily on the crm while using ameyo for voice calls ameyo as host the agent works within the ameyo platform and accesses crm data either through url based integration or web services based integration this approach supports omni channel communication and richer agent functionalities integration methods include web toolbar integration for crm as host , embedding ameyo’s toolbar for voice calls for example, ameyo integration with salesforce, microsoft dynamics crm, freshdesk, zendesk, etc url based integration where crm pages are displayed within ameyo via iframes with url parameters web services integration using restful/soap apis to fetch and update customer data on ameyo’s cti with a custom mini crm each method supports specific use cases based on crm capability and integration needs prerequisites web toolbar integration requires a web based crm with support for iframes and javascript events, and page refresh restrictions for webrtc connections url based integration requires web based crm with cross application iframe support, acceptance of url api parameters, and browser plug ins like “ignore x frame ” web services integration requires crm support for restful/soap apis capable of two way data communication usage instructions identify the integration host model suitable for your crm environment for crm as host with web toolbar embed ameyo toolbar iframe into crm configure toolbar with agent call control features ensure crm meets javascript event and page refresh requirements for ameyo as host with url based integration configure ameyo to invoke crm urls with relevant query parameters during agent login, call handling, and call disposition ensure crm handles and responds to these urls to display customer info for ameyo as host with web services integration implement api endpoints in the crm for get, post, and push operations configure ameyo mini crm to interact with these apis support both one way (view only) or two way (view and update) data exchange scenarios summary this documentation provides comprehensive guidance for users to understand, deploy, and operate the crm integration feature within the ameyo contact center platform, ensuring efficient interaction management aligned with customer journey objectives