Talkdesk, Inc.

Miguel Mota

Rachel Tsao

Mario Carvalho

Tiago Gurreiro

Rafael Baltazar

A system uses intelligent logic to determine information from a communication and to infer relevant CRM objects that may be related the communication. The system further presents a user interface with the communication information and the related CRM objects to allow an agent to review, select, and relate the communication information to one or more CRM objects. Accordingly, the embodiments described herein improve the efficiency of communication management systems and CRM systems by providing an intelligent logic and unique user interface that greatly reduces the number of steps needed to relate communication information with a CRM object.

Inferring relationships between call information and CRM data objects

A system provides an interface within a CRM system that allows a user to select a routing option for a contact (e.g., phone number) based on a specified CRM data object by allowing a data dip into the CRM database. The system then provides the CRM data and the selected routing option to the communications management system where the communications management system updates a routing state machine and activates the selected routing option for the contact.

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Lisbon, Portugal

Miguel Mota