CRM Integrations for Virtual Observer

Streamline workflows by capturing omnichannel interactions and integrating Workforce Engagement Management directly into your CRM/ERP user experience with Virtual Observer connectors and marketplace apps for Salesforce, Zendesk, ServiceNow, Oracle Service Cloud, Microsoft Dynamics365, Freshworks and more.

Why Use CRM Connectors?

Simplify agent workflows and gain a single snapshot of your customer experience by embedding your contact center solution with your CRM interface.

Improve the customer experience

Connect your contact center software with your CRM to improve customer engagement and increase satisfaction.

Improve your agent experience

Limit the number of applications in use by embedding day to day tasks into your CRM. No more toggling from one app to the other. It’s all in one UI.

Gain better insight into data

Improve your Key Performance Indicators (KPIs) by having your customer data right at hand, including First Contact Resolutions (FCR), average handle time (AHT), Voice of the Customer (VOC), Quality Assessments (QA) and much more.

Create better-targeted marketing

Connect your CRM with your contact center solution to make vital information about your target customers available to marketing so your business can create highly targeted campaigns to your ideal buyers.

Single Sign On

Use credentials from your CRM as the trust authority and identity provider for supervisors and agents to single sign on to your WEM suite using SAML2 based SSO.

How Do CRM Connectors Work?

Stop using multiple applications for your Workforce Engagement Management (WEM) needs. By using Virtual Observer CRM Connectors, you can access those WEM features within your CRM software.

Cloud Web Services

Using the power of today’s secure web services, such as REST and oAuth, Virtual Observer connects to the CRM provider of your choice to share data elements and user interfaces.

Framework Extensibility

Customizing CRM is a driving force in your success. Sure, CRM’s include a plethora of default functionality out-of-the-box, but what about the final mile? Virtual Observer adds new WEM data entities to your CRM in the form of tables and fields. These new data elements merge with your CRM data offering additional value within the CRM Analytics, Business Intelligence and AI/ML tools.

Linked Lists

Connecting WEM interaction recordings, quality evaluations and customer surveys to the exact CRM account, contact, case, incident or ticket is paramount. You no longer have to leave your CRM, enter another app and search. Virtual Observer attaches WEM transactions directly to the appropriate CRM screen as linked lists so the data you need is at your fingertips when you need it.

Embedded Functionality

Embedding WEM tasks within CRM workflows reduces training, removes complexity and streamlines day to day operations. By using tabs, pages, full screens, applets and other user interface widgets, Virtual Observer embeds what you need, where you need it and when you need it. Don’t leave your CRM interface to view your agents schedule, simply navigate to it from within the CRM menu.

CRM Connectors Give Never-Before-Seen Insight Into Your Customers

Further benefits of using Virtual Observer CRM Connectors include:

  • Software designed to integrate seamlessly and with the business user in mind to maximize productivity.
  • Visibility into a complete customer recorded contact history within the user interfaces of any of the CRMs.
  • Reduced opportunity for manual data entry errors.
  • Improved usability as workforce engagement management tools become fully integrated with your CRM experience.
  • Quick and easy implementation that can be performed within hours, not days.
  • Custom reports and dashboards based on real WEM data.

Empower Your Agents and Drive Customer Loyalty

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Revolutionize the efficiency and success of your contact center with a solution that helps you retain high-performing talent and provide the best possible customer experience. Learn more about Virtual Observer or request a demo today.

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