Maaz Technologies SmartConnect: Salesforce & Cisco CTI

In a high volume contact center, every second an agent spends searching for a caller’s record represents lost revenue and frustrated customers. SmartConnect automates this entirely.

**Automatic Number Identification (ANI)**: When a call reaches the Cisco IVR, SmartConnect captures the caller's ID and instantly queries the Salesforce database.

**Instant Screen Pop:** Before the agent even answers, the caller’s full Salesforce profile including past cases, purchase history, and account status is populated on their screen.

**Automated Record Creation:** If the caller's number does not match an existing record, the CTI automatically generates a new Lead, Contact, or Case record, ensuring that no interaction is ever lost or undocumented.

### 2. Frictionless Click-to-Dial

Outbound sales and follow up support require velocity. SmartConnect transforms every phone number within Salesforce into a clickable link.

**Single Click Execution:** Agents simply click a phone number on a Lead or Account record, and the CTI immediately signals the Cisco Contact Center to initiate the outbound call.

**Elimination of Manual Errors**: By removing the need to manually punch in phone numbers, click to dial eliminates misdials and significantly increases the daily volume of outbound calls an agent can make.

### 3. Real Time Call Transcription & Archiving

Through our integration with Amazon Transcribe, every word spoken between the customer and the agent is captured, analyzed, and recorded.

**Live Dashboard Feed:** The transcription appears in real time within the Salesforce Omni Channel widget, allowing agents to scan previous parts of the conversation without asking the customer to repeat themselves.

**Compliance & QA Automation:** Once the call concludes, the complete transcript is automatically attached to the Salesforce Activity History. This provides an immutable audit trail for legal compliance, dispute resolution, and automated Quality Assurance (QA) scoring.

### 4. Empowering Salesforce Einstein Next Best Action

The true power of integrating Cisco telephony with Salesforce lies in unlocking AI capabilities.

**Dynamic Prompting:** By feeding the live, AWS generated call transcript directly into Salesforce, SmartConnect activates Salesforce Einstein.

**Contextual Recommendations:** As the customer speaks, Einstein analyzes the sentiment and intent of the conversation. It then pushes "Next Best Action" recommendations to the agent such as suggesting a specific troubleshooting article, prompting an upsell offer, or reminding the agent to read a compliance disclosure.