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21. March 2022

novomind obtains Cisco certification

in Customer Service
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by Daniela Köhler

Publications officer

Seal of quality: novomind CUCM Connector meets all requirements for connection to Cisco Unified Communications Manager (CUCM) – Interoperability Verification Testing (IVT) successfully completed – Integration of novomind’s solution into CUCM ensures efficient customer service

novomind CUCM Connector, the middleware developed by Hamburg-based novomind AG, meets all requirements for communication between novomind iAGENT and the Cisco Unified Communications Manager (CUCM) telephony system.  Following successful completion of Interoperability Verification Testing (IVT), novomind’s CUCM Connector now bears the “Cisco Compatible” seal.

CUCM controls the key components and functions of a Cisco PBX. The solution features IP telephony, high-definition video telephony, unified messaging and instant messaging. Connecting via novomind CUCM Connector certified by Cisco further optimizes work in contact centers. Intelligent Interactive Voice Response (IVR) services, for example, pre-qualify callers and retrieve data from third-party systems that are used in routing decisions. These are transmitted to CUCM to route callers to the most appropriate contact center agents. In addition, in combination with novomind software the company’s CUCM Connector makes it easy to create analyses and statistics based on call information from CUCM.

The integration can be used both with Cisco hardphones and in combination with softphones of the Cisco Jabber communication service. In addition, the novomind iAGENT Computer Telephony Integration (CTI) Control Client may be used for call control if desired. Both the proven standard integration of novomind iAGENT Call and the CUCM integration are based on the Java Telephony API (JTAPI).

novomind has extensive experience in the integration of telephone systems from various providers. novomind has been a Cisco Solution Partner since December 2020. “novomind’s solution can be integrated into any existing telecommunications system,” says Stefan Grieben, CEO of novomind. “CUCM certification is a true seal of quality. It proves that seamless connection provides maximum reliability and security. Users of Cisco telephony structures can rely on the compatibility of both systems and benefit from its numerous advantages for even more efficient customer service.”

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