Manage inbound or outbound calls in Kustomer CSM, add comments to customer timeline and see all interactions.
Meet your customers where they’re at. Leverage BT Cloud Work for voice as another key channel to engage with your customers. BT Cloud Work and Kustomer have joined forces to deliver an app that marries each other’s respective strengths to empower agents to seamlessly leverage voice as another key channel for customer engagement so you can meet your customers where they’re at. Get a complete, threaded view of all calls made or received with BT Cloud Work alongside all of your other customer touchpoints.
Get up and running with the BT Cloud Work app in seconds. Simply reach out to Kustomer to help download the Application from within the Kustomer platform.
Automatic Status Sync
BT Cloud Work ready states are synced to Kustomer statuses so it’s easy to identify whether a user is available to receive a call.
Leverage Kustomer’s powerful routing capabilities to automatically route calls to voice agents when they’re available.
When authorized, this app will be granted the following permissions:
|Read Messages||View message store data, including SMS, fax, voicemail, etc.|
|Call Control||Control and manage phone calls in real-time|
|Read Presence||View user presence status|
|VoIP Calling||Register VoIP-enabled devices, and make and receive VoIP calls|
|Read Call Recording||Download call recording content and media|
|Read Contacts||View personal address book contacts|
|Read Accounts||View user account information, e.g. name, business name, and contact info|
|Edit Extensions||View and update extension information, including name, extension number, phone number, email, etc.|
|Ring Out||Perform two-legged ring out phone calls|
|SMS||Send and receive SMS/MMS messages|
|Team Messaging||Post messages, as well as view, edit and delete Team Messaging related data|
|Internal Messages||Send, and edit intra-company text messages|
|Read Call Log||View user call log records|
|Edit Messages||View and update message store data, including SMS, fax, voicemail, etc.|
|Edit Presence||View and modify user presence status|