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How Cytrack Integrates with GoldMine

GoldMine Supported Versions: 5.7 - 9.x desktop versions

Cytrack is fully integrated with GoldMine allowing businesses to provide a highly enriched customer experience to their clients.

With CyDesk, GoldMine not only transforms into a powerful communications platform, it also enables enterprise functionality such as routing calls based on any GoldMine field, as well as automatically updating records with voice recordings, notes and history.

Most GoldMine users are small businesses. If you are a GoldMine user, take a look over our GoldMine integration feature list below for more detailed information on how you can use our software to grow your business with delighted customers.

We'll be delighted to answer any further questions you may have simply get in touch using your preferred contact method (details under the feature list.)

About GoldMine

GoldMine is a mobile Customer Relationship Management software package, published by Ivanti. It is a Microsoft Windows program that manages client and prospect contact details as well as interactions with these contacts, such as calls made to and by the contact, emails sent and received and sales forecasts. GoldMine has a user base of more than 1.2 million users and is delivered through a network of hundreds of GoldMine solution partners worldwide.

Visit the GoldMine Website

Features of Cytrack's integration with GoldMine

Click to dial

Allows user to click on a number in a GoldMine contact field and CyDesk will dial the number.

Caller lookup

CyDesk can lookup the GoldMine database based on the Caller ID and can show the GoldMine contact details (& account/company if applicable) in CyDesk.

Pop contact

CyDesk can tell GoldMine to display a contact record from either the name or number search.

Pop account

CyDesk can tell GoldMine to display an account record from either the name or number search.

Name search

User can select search in CyDesk and enter name details and CyDesk will search GoldMine and display a list of matches, the user can select the contact from the list and pop the record, dial one of the contact phone numbers as listed in the GoldMine contact record, and also optionally send an SMS if CySMS is installed.

Log call history

CyDesk can optionally store details of the call in the GoldMine contact history – includes the date, time, call type (incoming or outgoing), Caller ID and call duration.

Attach voice recordings

CyDesk can optionally store a URL to the location of the voice recording file in GoldMine. Note the user has to enter a username and password to play the recording and access can be controlled by the Cytrack security manager.

Outbound call campaigns

GoldMine integration is compatible with CyCall outbound call centre module and allows marketing campaigns from GoldMine to be accessed directly from CyCall. If this is not available then the user can export CSV files from within GoldMine and import into CyCall, or utilise our Business Process Manager that can automate this process and create a real-time feed of contact records from an external file and feed directly into CyCall campaigns.

Log call notes

Notes entered into CyDesk during the call can be stored in the GoldMine contact history together with the call history.

CRM routing

CyCX Connect provides the feature to lookup an assigned field within GoldMine and route calls to specific queue groups according to what's in the GoldMine field, eg Customer Priority = Gold in CRM and then CyCX Connect will ensure the call is routed to the assigned premium customer service queue, or if Customer Priority = Invoice owed then transfer to the accounts queue.

Log completion code

CyDesk allows for calls to be categorised by completion codes at the end of each call, optionally the completion code selected can update a designated field in the GoldMine contact record with a defined entry.

Want to know more about Cytrack's integration with GoldMine?

Get in touch using your preferred contact method below, and one of our friendly team will be delighted to answer all your GoldMine integration questions...