ConConnect is a standalone Windows app that enables agents and supervisors to use “click-to-call” from within any web browser, browser-based application or Customer Relationship Management (CRM) platform, as used for example for sales/services/marketing. This enhances the end-user experience and reduces handling time when making outbound calls to customers.
ConConnect can be used in conjunction with the Contact system to facilitate outbound dialling. Agents still use their Agent Portal interface in Contact to make outbound calls but, with the ConConnect app running alongside their user interface, they do not need to individually copy and then paste into the Quick Dial panel every number to be called. This speeds up outbound dialling where multiple numbers need to be called.
For example, an agent may need to cold call every person who is listed in a marketing/sales CRM database to advertise a new product or service, or a receptionist in a GP surgery may need to contact a list of patients to remind them about appointment times. Rather than cutting and pasting each number in their list, they can simply either click a website number (if the number is hyperlinked) or highlight the number and then use a hotkey. The number is then outdialled to automatically.
Note: Agents must be logged into the Agent Portal to use the ConConnect app. Agents will only be able to use the app if it has been made available by the company administrator. |
Setting up ConConnect #
Each user who requires the integration will need to download the ConConnect app to their PC. The installation file will be made available by your service provider.
After the application has been installed you can then configure the following parameters: The hotkey that is used to dial out, The outdial queue and Automatic login.
Once ConConnect has been installed and configured on the relevant users PC they will be able to log into ConConnect using their Contact login details and make outbound calls.
- Logging into ConConnect (Agent Knowledge Base)
- Making an Outbound call using ConConnect (Agent Knowledge Base)