Webex Meetings

Integrate with Customer Relationship Management (CRM)

This section describes about the benefits of integrating Webex Meetings with the CRM.

Why integrate Webex Meetings with your CRM?

Have you considered integrating Webex Meetings services with your company's mainstream CRM and Helpdesk applications? If not, you should certainly consider it. Often Customer Service Representatives (CSR) spend hours on the phone working directly with clients to solve technical issues. Not always clients are technically expert, so a lot of time is spent trying to understand the issue at hand. In such cases, the old saying "A picture is worth a thousand words!" certainly rings true.

By integrating Webex Meetings with your CRM, you get the following benefits:

  • Allow CSR to initiate Webex Meetings invites from within your company CRM tool.
  • Clients can easily join the Webex Meetings session by clicking the Join Session link within an email invite.
  • During the Webex Meetings session, clients and CSR can share screens, documents, or invite domain experts to the session for assistance with the issue.
  • Webex Meetings SMARTech application can also be utilized by the CSR to gain access to any computer in the customer's environment to review or modify system configurations, etc. An easy Webex Meetings integration with CRM tool reduces turn-around time, eliminates multiple back-and-forth interactions, increases CSR productivity, and improves customer satisfaction.

Technical Integration

There are two Webex Meetings integration paths that you can follow when integrating CRM with Webex Meetings:

  1. Basic Integration

    • Create a custom action button or web link and place it on the help ticket screen.
    • The URL definition invokes a web browser window that calls the Support Center URL API to launch the session.
    • Once the Webex Meetings session is launched, the CSR uses the Support Center user interface, to invite and interact with customers.

  2. Deeper Integration Features

  • Allow Single Sign-On (SSO) behavior with automated Webex Meetings user creation.
  • Capture support session data (such as date, time, customer, etc.) to include in the activity report or simply for reviewing purposes.

Technical Notes (.pdf)

Learn more about possible ideas and approaches when integrating Webex Meetings services with typical CRM systems supporting customization and integration. Download here.

XML API FAQ

Visit our FAQ page to get answers to the most common questions. FAQs.

Next