Screen pop
Match the interaction to the account, contact, case, or incident before the agent speaks. When the match is ambiguous, show the short list instead of a blank CRM search.
CXDisco
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CRM integration · Salesforce, ServiceNow, Dynamics
Contact Center CRM Integration
Agents should see the customer and write the outcome once. CXDisco connects Genesys Cloud, Amazon Connect, NICE CXone, Five9, or Talkdesk to Salesforce, ServiceNow, or Dynamics 365 — screen pop, case or incident sync, and after-call work shaped to your process, including the steps a packaged CTI connector skips.
Salesforce, ServiceNow, and Dynamics 365 as the system of record.
Screen pop from the caller, chat, or case id — not a blank search.
After-call work that updates the objects your supervisors report on.
What CXDisco builds
Case and incident sync
Create or update the record the operation already uses. Attach the interaction id, queue, and disposition so the CRM and the CCaaS platform describe the same contact.
After-call work
Wrap-up codes, notes, and follow-up tasks written by the integration. Agents confirm. They do not retype the same fields into a second system.
When the package is the wrong fit
Partner telephony and embedded desktops are right for some license tiers. When they are not, custom APIs and data actions still keep the CRM in the workflow.
Good fit if you want
- The agent opens the right record at the start of the interaction
- One write path for case, incident, and activity data
- Dispositions that match what reporting expects
- Less swivel-chair work between the softphone and the CRM
Platform-specific pages
Genesys detail is on Genesys Cloud custom integration. Amazon Connect detail is on Amazon Connect custom integration. Warehouse and analytics feeds are on contact center data integration.
Start with an Integration Audit
Tell us which platforms you run and where data still gets copied by hand. We will map the CCaaS, CRM, and warehouse work a custom integration should take on.
Book an Integration Audit