(4.3) Solution Reference USD Connector

This embedded CTI Connector runs inside Microsoft Unified Service Desk (USD) and enables agent/call controls within Unified Service Desk allowing agents to use the same CRM agent interface for all call handling and transfer. It is one of three types of connectors that we built between Microsoft Dynamics CRM and Cisco Call centers, and the one best suited for a contact center environment. We support integration for all flavors of Cisco, UCCE, PCCE, and UCCX.