Mondago have just announced their newest desktop CTI and CRM integration product, Go Integrator Cara. With 267 integrations at the time of launch, Cara proves to be the most powerful and versatile version of this software solution to-date. There are additional CRM integration features with GoIntegrator Cara versus the previous iteration, adding the capability to add a brand-new contact. “With Cara, you gain the ability to add new contact data and categorize it as necessary (Account, Contact, Lead) based on what is supported by the CRM system,” explains Mondago Director, Rob Cox. “Not only can you easily create a contact, but you can also quickly share it across any other applications with which you may be integrated. A single contact then becomes accessible to an entire organization for use in different business solution systems; a significant ROI and improvement.”
Cara also lets the user determine which device to control, whether it’s a softphone, a hard phone, or even a Microsoft Teams device. Cara will monitor all primary and shared appearance devices associated with a user’s account and allow them to choose which device is preferred to answer a call on or make a call from. It can also intelligently determines what call control options to present based on the capability of the device APIs.
Remarkably Seamless Use and Adoption
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Rob Cox[/caption]
Ultimately the streamlining into the sales operation allows an agent to know who is calling and the caller’s information before the phone is answered. This translates to the end customer getting a better experience due to Cara containing additional functionality around the kind of information retained for a contact. Additionally, Cara helps with data cleansing and data integrity by highlighting invalid contact information from contact datasets. Agents receive the right information every time and can add new data points with better continuity. This level of data capture helps agents be better prepared to handle the situation at hand. Calls are also transferred more quickly by using the Presence feature. So, if a specialist within the organization needs to get involved, their presence is communicated based on their device or Microsoft Teams status. Go Integrator Cara will show all of the statuses available in Microsoft Teams, like Presenting on a Video call or Busy In a meeting. That person can then be reached for assistance, if available, through the most appropriate channel.
“What we’ve done with Cara is make the installation and configuration of the software much more flexible from white labeling down to end-user feature requirements,” adds Cox.
