I recently received a first-hand glimpse of Mondago’s new Chrome extension aimed at BroadWorks users. The company is best known in the telephony industry for its robust CRM integrations with heavy hitters such as Salesforce.
Mondago’s desktop client has long been its flagship software and has several forward-thinking functionalities, including call control. There’s also presence, click-to-dial, full-screen, and compact mode, innovations all available with the use of the company’s new Chrome extension.
Mondago took that experience and transplanted it directly into a Chrome environment, something I got a taste of during a recent demo of the new Extension. I have to admit, at first, I was skeptical, I did not expect the company would manage to replicate the experience found on a desktop into the browser, but I was wrong.
Mondago’s Chrome extension does almost everything the desktop version can. It just takes up less space. Want to access features for call control, rich presence? According to Rob Cox, Commercial Director, Mondago, the new extension has a lot to offer users on the BroadWorks platform. Cox shared during the demo, “Making calls from the extension is straightforward and could help heighten productivity.”
Receiving calls is another possibility using the extension, and it presents rich CRM data with a caller’s details so you know exactly who is calling.
“You will also gain insight into what their query might be, based on past interactions that appear in the CRM history logged by previous agents”
For agents, this gives them a competitive edge, especially as a growing number of customers expect instant fulfillment. For contact center management, conquering an influx of calls can be challenging, expressly now. Cox said, Mondago will make its extension available across all variations of Chromium-based web browsers, but the company wanted to start simple and offer a clean experience its first time around.
“The Chrome extension talks to the BroadWorks platform with no infrastructure in the cloud, a client on a desktop communicating to your hosted telephone system if you will.” We spoke briefly about COVID-19, which it seems the launch of the new extension’s arrived in time for. Because of the simplicity of use, such software could prove vital when uniting a distributed remote workforce and consumers.
“Even if Chrome is not open, a window will appear to alert users they have a call.” What these high-level functionalities do, is make it possible for companies to enable remote working setups in a matter of seconds. All an employee needs is a computer, a headset, a handset, soft or hard, and the willingness to overcome a small learning curve. This could very well be the ideal matrimony designed to battle overwhelming call volumes felt by contact centers around the world as customer inquiries grow due to rising uncertainty.
As a leader in innovation in the UC space, it is no surprise the company’s managed to replicate such a seamless experience for Chrome users, making it that much easier for remote workers to access all the business comms features they need to connect from afar. Mondago’s new Chrome extension does require a license for its Go Integrator software.
