Mondago's on a quest, so it seems. A quest to release some of the most useful features and integrations that cater to the specific needs of companies. Last month, the company launched a Chrome extension aimed at BroadWorks users. Today, Mondago told me, its popular Go Integrator product is now available for Cisco’s Webex Calling service. According to Rob Cox, Commercial Director, Mondago:
"It's a feature-rich telephony integration that bridges the gap between Webex Calling and over 200 CRM applications"
The new offering by Mondago features click-to-call, along with the ability to add notes to call records while a call's in progress. These two features are ideal for the millions of new contact center employees working from home due to the current outbreak of COVID-19. It also has some other pretty cool hallmarks, and Cox told me all about them in our latest interview.
He told me, the Go Integrator for Webex Calling main features are call control, caller preview, contact searching, and popping, with the biggest and most monumental feature being CRM Integration. Cox explained what contact popping was, stating "Users can concurrently search several business applications both manually and automatically as calls come in." If a caller's number is located in an integrated application, their details pop up on the screen.
Activity logging is one peculiarity I'd like to highlight because it's valuable. Agents can record activity in business apps for all calls made and received, along with the ability to add notes to the call activity record. Recent and history lists give users an overview of their most recent calls, inbound and outbound, and any number that appears there is reachable with a single click.
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Rob Cox[/caption]
Another useful feature - Go Integrator 'Presence.' The presence screen enables users to see the busy status of coworkers and their extensions. "You can also see who your co-workers are on the phone with if the person has information in applications that integrate with Go Integrator for Webex Calling." Not only does this provide a vast deal of insight, but it's also a solid tool if you want to avoid getting interrupted on important sales, customer service, or regular calls.
