Abstract: Systems and methods of establishing service requests via a smart TV device are provided. A smart TV device can receive fault condition information. The smart TV device can establish a first communication session between the smart TV device and a server and can transmit a service request interaction, including the received fault condition information, to the server. The server can transmit the first service request interaction to a computing device in a contact center environment. The computing device can generate diagnostic information and can transmit the diagnostic information to the server, which can forward the diagnostic information to the smart TV device. The smart TV device can display a prompt to deflect the first service request interaction from the smart TV device to a mobile device of the user. The mobile device can establish a second communication session between the mobile device and the computing device in the contact center environment to complete the first service request interaction.

Abstract: Systems and methods of facilitating computer telephone integration between customer relationship management (CRM) applications on client computing devices in a contact center environment are provided. A client computing device in the contact center environment can include a processor and memory. The client computing device can have a user workstation including a contact toolbar application and a CRM application to provide computer telephony integration data for display by the client computing device. The contact toolbar application can provide a connection point within the user workstation. The user workstation can establish an integration channel over a data network via the connection point between the contact toolbar application and the CRM application for real time exchange of the computer telephony integration data between the contact toolbar application and the CRM application.

Abstract: Systems and methods of contact center data integration with customer relationship management (CRM) applications on client computing devices in contact center environments are provided. A workspace routing connector application, responsive to an actuation command, can integrate the contact center enterprise with the different enterprise. A configuration component of the workspace routing connector application can select a contact center parameter from a contact center enterprise server. The workspace routing connector application can display, in a graphical user interface, an available CRM application and a CRM script based on the contact center parameter, and can receive an indication of selection of the CRM application. Responsive to selection of the CRM application, the CRM script can provide, from the contact center enterprise server via the computer network, for display by a client computing device in a contact center environment, contact center data related to the contact center parameter.

Abstract: Systems and methods of facilitating data integration between customer relationship management (CRM) applications on client computing devices are provided. A contact toolbar application of a client computing device can publish a connection point within a user workstation of the client computing device. First and second CRM applications can establish connections with the connection point. The user workstation can create an integration channel via the connection point between the contact toolbar application, the first CRM application, and the second CRM application, for real time exchange of computer telephony integration data between the contact toolbar application and at least one of the first CRM application and the second CRM application.

Abstract: Systems and methods of facilitating data integration between customer relationship management (CRM) applications on client computing devices are provided. A contact toolbar application of a client computing device can publish a connection point within a user workstation of the client computing device. First and second CRM applications can establish connections with the connection point. The user workstation can create an integration channel via the connection point between the contact toolbar application, the first CRM application, and the second CRM application, for real time exchange of computer telephony integration data between the contact toolbar application and at least one of the first CRM application and the second CRM application.

Abstract: Systems and methods of facilitating data integration between customer relationship management (CRM) applications on client computing devices are provided. A contact toolbar application of a client computing device can publish a connection point within a user workstation of the client computing device. First and second CRM applications can establish connections with the connection point. The user workstation can create an integration channel via the connection point between the contact toolbar application, the first CRM application, and the second CRM application, for real time exchange of computer telephony integration data between the contact toolbar application and at least one of the first CRM application and the second CRM application.