With the latest release of its UC solution XPhone Connect, software vendor C4B has added connections to Skype for Business and Cisco Jabber 11. Free-text searches and caller ID are now available across all connected data sources. In future C4B will greatly expand this range of functions: at CeBIT the communications specialist is showing a preview of the Skype for Business Dashboard.
"Contact details are the indispensable foundation of any communications solution," says Michael Schreier, CEO of UC specialists C4B Com For Business. C4B makes this data available via the directory service XPhone Connect Directory, through which practically any data source can be connected to the communication system.
With the latest Connect release this function is also available for Skype for Business and Cisco Jabber 11: if XPhone Connect is used as a complementary solution you can access contacts from all connected data sources directly within the respective UC client via free-text search. The connection itself is realised with a graphical interface: frequently used data sources (Microsoft Dynamics, Outlook, Telefonbuch Deutschland etc.) are preconfigured, all other sources can be added via drag and drop. These data sources are also used to identify incoming callers.
In a CeBIT preview C4B is showing the next integration stage already: the AppLink Dashboard for Skype for Business. Via the Dashboard, practically any information about the contact stored in the connected data sources, such as the ERP, HR or CRM system, can be displayed immediately when a call comes in. At the same time actions can be defined (e.g. "New Opportunity", "New Appointment"), which can also be run directly from the client.
The dashboards are created and maintained centrally by the administrator. The data fields and actions for this can be put together in a few steps via drag and drop and then rolled out centrally. If a contact is found in a data source for which there is a dashboard, e.g. Microsoft Dynamics, SAP or Salesforce, in future the dashboard will automatically show in the Skype for Business client.
"Data are the ultimate currency not just for Google and Facebook ," says Schreier. "If an employee automatically has key information such as customer number, payment terms or open support tickets to hand when a call comes in, he not only increases his efficiency significantly. If used properly it can also dramatically increase customer satisfaction."
Schreier sees significant added value not only for the customer, but also for partners: "No matter what infrastructure the partner finds at the customer: with XPhone Connect he can always use the same platform, whether as an end-to-end solution or an extension of existing UC applications." The benefit for the channel: they only need to acquire the necessary know-how in sales and support for a single solution.
C4B at CeBIT: Hall 13, Stand D35
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