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Computer Telephony Integration
Who are we
        • Pioneers in SaaS based Customer Experience (CX) solutions and
          early adopters of Oracle Cloud
        • 800+ man years of deployment, implementation & migration
          expertise
        • 200+ certified CRM consultants
        • 175+ successful CRM / CX deployments including custom
          development and integration
        • 100+ CRM training engagements globally
        • 20+ countries with on site support presence
        • CRM++ applications for accelerated
          deployments (3000+ user base)



          Computer Telephony Integration                         www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Our Cloud Offerings

           Fusion CRM
            Fusion CRM
                                                                                     CTI
                                                                                      CTI     Mobile CRM
                                                                                              Mobile CRM
       CRM On Demand
        CRM On Demand                                Right NOW
                                                      Right NOW
                                                                                     Social CRM
                                                                                      Social CRM           SSP
                                                                                                            SSP

       ATG
        ATG                                                                            Email Workbench
                                                                                        Email Workbench                 Portfolio


          Sales & Marketing                            Services                             Applications


             Solutions
              Solutions                         Services
                                                 Services                Training
                                                                          Training            Testing
                                                                                               Testing                 Offerings




              Oracle® Cloud                                   Private Cloud                        @Customer


                                               Cloud based CRM/CX Solutions                                               `
          Computer Telephony Integration                                                                          www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
CRM ++ Applications
        Enabling rapid deployment and enhanced customer experience




             Computer                                                                     Self
                                            Email                     Mobile
            Telephony                                  Social CRM                       Service
                                          Workbench                   CRM
            Integration                                                                  Portal
                                                                               3000+ users in sales,
                                                               Framework       marketing, service &
                                                                               support organizations


                                                Oracle® CRM On Demand
              Oracle® Cloud                           Private Cloud             @Customer

          Computer Telephony Integration                                                   www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
CRM++ CTI

                                                         Inbound call

                                     Agents
                                                              CRM OnDemand
                                                               CTI Features

             Computer
            Telephony
                                                                     Click to Dial
            Integration                                                                          Customers
                                                                               3000+ users in sales,
                                                              Framework        marketing, service &
                                                                               support organizations


                                               Oracle® CRM On Demand
              Oracle® Cloud                          Private Cloud              @Customer

          Computer Telephony Integration                                                   www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Integration Features
        •      Inbound and click-to-dial action call handling
        •      Automatic Call Wrap-Up
        •      Caller ID & Multiple call support
        •      Customer Interaction screen to record and track
               a series of ongoing customer activities
        •      Call history and missed call logging
        •      Customizable user preferences
        •      Support for multiple sites with different telephone
               systems
        •      Support for both Voice Over IP (VOIP) and
               standard telephone systems
          Computer Telephony Integration                             www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Integration Benefits
        • Comprehensive CRM platform with unified screen-
            based telephony
        • Streamlined telephony activity within your
            business
        • Improved customer relationships, service levels
            and customer satisfaction
        • Manage service request lifecycle, submission -
            follow-up - closure
        • Increased telephone call efficiency and throughput
        • Personalized telephone interaction - identifying
            callers automatically
        • Increased business productivity
        •Computer Telephony Integration
            Improved reporting & collaborative management.     www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Typical CTI–CRMOD Integration




          Computer Telephony Integration       www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Inbound call integration




          Computer Telephony Integration       www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Inbound call integration

                                                         Pre-requisites

                                               Avaya one-X® Agent soft phone
                                               should support screen pops
                                               feature which invokes external
                                               integration application passing
                                               Caller ID.




          Computer Telephony Integration                            www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Click to dial integration

                                                                              Pre-requisites

                                                                     Avaya Product details




                      - On click of a Call link, the CRMIT CTI Custom application invokes the URL/WS API provided by the
                      Telephony Vendor by passing Telephone number & Agent Extension parameters.
                      - The URL/WS API’s provided by the Vendor, connects the call to the customer through Agent Desktop.


          Computer Telephony Integration                                                                          www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Automatic Call Wrap-Up




          Computer Telephony Integration       www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
CRM++ CTI platforms




          Computer Telephony Integration       www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Industries
                          Real Estate                                       Manufacturing
                          • Well-implemented strategies for enhanced        • Single information sharing platform for all
                            customer awareness                                the stakeholders of sales cycle
                          • Accelerated revenue success in the Real
                            Estate industry


                          Telecom                                           Travel
                          • Understand relationship between industry        • Capture various sales and
                            and business strategy                             communication activities of travel
                          • Align business activities to ensure practical     business
                            resulting solutions




                            Healthcare                                      High Tech
                            • Manage and track relationships among          • Used by over 1/2 million product
                              stakeholders in the sales cycles                designers and engineers worldwide
                            • Flexibility to modify and add new processes   • Products are categorized under 3D
                                                                              Mechanical design solutions

          Computer Telephony Integration                                                            www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Industries
                       Banking & Financial Services                  Education
                       • Corporate, Wholesale, Retail banking and    • Single information sharing platform
                         Mortgage financing                            for all the stakeholders of sales
                       • Reduce risk and increase productivity         cycle



                         Insurance                                   Life Sciences
                         • Capture various sales and communication   • Understand relationship between
                           activities of travel business               industry and business strategy
                                                                     • Align business activities to ensure
                                                                       practical resulting solutions



                        Retail & Distribution                        Consumer Goods
                        • Manage and track relationships among
                                                                     • Used by over 1/2 million product
                          stakeholders in the sales cycles
                                                                       designers and engineers worldwide
                        • Flexibility to modify and add new
                                                                     • Products are categorized under 3D
                          processes
                                                                       Mechanical Design Solutions


          Computer Telephony Integration                                                www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Key Differentiators
              Building Technology Competency
              Co-innovators of CRMIT’s CRM++ applications
              Early adaptors of Oracle® CX and Oracle® Cloud

              Flat, field-oriented management structure
              Enabling nimble and quick response to clients.
              Flexible and adaptable.

              Proven track record of long term relationships
              CRMIT has implemented some of the most complex solutions on Oracle®
              technologies through onsite, near shore & offshore

              Project Management
              Proven project execution capabilities, quality/metrics focus and global
              delivery, leads to successful projects and very attractive ROI

          Computer Telephony Integration                                          www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Partial list of customers




          Computer Telephony Integration       www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
What do our customers say
                     Thanks for your super
                     support and very hard
                     work. These were executed
                                                                   …CRM IT has demonstrated the
                     professionally and I
                                                                   skills and abilities to met or
                     think we got the balance
                                                                   exceed all of our business
                     right, judging by the feedback
                                                                   expectations…….
                     and also from my
                                                                                          James T Lane
                     observations.                                      Vice President - Sales Reporting
                    Saty Joshi,                                                    United Health Group
                    Interactive Marketing & CRM Marketing Excellence
                    3M

                        Throughout the process & requirements gathering workshops and the subsequent
                        week of determining solutions, completing activities etc, they have both been very
                        approachable. Their knowledge of CRMoD and their willingness to offer
                        proactive, practical alternative solutions wherever possible has made it a
                        pleasure to work with them.
                                               David Atkinson, Functional Analyst, Suncorp Group Limited
          Computer Telephony Integration                                                          www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Enabling Excellence


                                                                           Best Customer Relationship
                                                                           Management Program Award


         2012 Winner

                                                                         Best SaaS-Based Program Award


                                                 National
                                                  Award
                                                   for
                                               E-governance
                                                 2007-08




                                               *Awards and Accolades won by our CRM customers
          Computer Telephony Integration                                                        www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Global Spread



                                                                         v




                                                                             Deployment base spread over 20+
                                               Sales & Support Offices
                                                                             countries
          Computer Telephony Integration                                                            www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Reach us
          Americas                             EMEA                                 Oceania
          1525 McCarthy Blvd                   9 Devonshire Square,                 Suite 19, 103 George Street
          Suite 1000                           London EC2M 4YF                      Parramatta
          Milpitas, CA 95035                   UK                                   NSW 2150
                 +1 972 215 0547                   + 44 203 586 1248                    +61 2 9186 2550




          Japan                                Malaysia                             Rest of Asia
          C/O. Kitatec K K                     C-1-15, SME Technopreneur Centre 2   # 14, CRMIT Towers,
          2-21-7-703 Kiba, Koto-               2260 Jalan Usahawan 1, 63000         BTM Layout 1st Stage,
          Ku, Tokyo 135-0042,                  Cyberjaya, Selangor Darul Ehsan,     100 Ft Ring Road
          Japan                                Malaysia                             Bangalore 560068 India

                +81 3 5809 8444                    +60 123 19 55 03                      +91 (80) 4292 5555


          Computer Telephony Integration                                                           www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.
Thank you
                                               sales@crmit.com




          Computer Telephony Integration                         www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

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Oracle CRM On Demand - Computer Telephony Integration for Avaya

  • 2. Who are we • Pioneers in SaaS based Customer Experience (CX) solutions and early adopters of Oracle Cloud • 800+ man years of deployment, implementation & migration expertise • 200+ certified CRM consultants • 175+ successful CRM / CX deployments including custom development and integration • 100+ CRM training engagements globally • 20+ countries with on site support presence • CRM++ applications for accelerated deployments (3000+ user base) Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 3. Our Cloud Offerings Fusion CRM Fusion CRM CTI CTI Mobile CRM Mobile CRM CRM On Demand CRM On Demand Right NOW Right NOW Social CRM Social CRM SSP SSP ATG ATG Email Workbench Email Workbench Portfolio Sales & Marketing Services Applications Solutions Solutions Services Services Training Training Testing Testing Offerings Oracle® Cloud Private Cloud @Customer Cloud based CRM/CX Solutions ` Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 4. CRM ++ Applications Enabling rapid deployment and enhanced customer experience Computer Self Email Mobile Telephony Social CRM Service Workbench CRM Integration Portal 3000+ users in sales, Framework marketing, service & support organizations Oracle® CRM On Demand Oracle® Cloud Private Cloud @Customer Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 5. CRM++ CTI Inbound call Agents CRM OnDemand CTI Features Computer Telephony Click to Dial Integration Customers 3000+ users in sales, Framework marketing, service & support organizations Oracle® CRM On Demand Oracle® Cloud Private Cloud @Customer Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 6. Integration Features • Inbound and click-to-dial action call handling • Automatic Call Wrap-Up • Caller ID & Multiple call support • Customer Interaction screen to record and track a series of ongoing customer activities • Call history and missed call logging • Customizable user preferences • Support for multiple sites with different telephone systems • Support for both Voice Over IP (VOIP) and standard telephone systems Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 7. Integration Benefits • Comprehensive CRM platform with unified screen- based telephony • Streamlined telephony activity within your business • Improved customer relationships, service levels and customer satisfaction • Manage service request lifecycle, submission - follow-up - closure • Increased telephone call efficiency and throughput • Personalized telephone interaction - identifying callers automatically • Increased business productivity •Computer Telephony Integration Improved reporting & collaborative management. www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 8. Typical CTI–CRMOD Integration Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 9. Inbound call integration Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 10. Inbound call integration Pre-requisites Avaya one-X® Agent soft phone should support screen pops feature which invokes external integration application passing Caller ID. Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 11. Click to dial integration Pre-requisites Avaya Product details - On click of a Call link, the CRMIT CTI Custom application invokes the URL/WS API provided by the Telephony Vendor by passing Telephone number & Agent Extension parameters. - The URL/WS API’s provided by the Vendor, connects the call to the customer through Agent Desktop. Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 12. Automatic Call Wrap-Up Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 13. CRM++ CTI platforms Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 14. Industries Real Estate Manufacturing • Well-implemented strategies for enhanced • Single information sharing platform for all customer awareness the stakeholders of sales cycle • Accelerated revenue success in the Real Estate industry Telecom Travel • Understand relationship between industry • Capture various sales and and business strategy communication activities of travel • Align business activities to ensure practical business resulting solutions Healthcare High Tech • Manage and track relationships among • Used by over 1/2 million product stakeholders in the sales cycles designers and engineers worldwide • Flexibility to modify and add new processes • Products are categorized under 3D Mechanical design solutions Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 15. Industries Banking & Financial Services Education • Corporate, Wholesale, Retail banking and • Single information sharing platform Mortgage financing for all the stakeholders of sales • Reduce risk and increase productivity cycle Insurance Life Sciences • Capture various sales and communication • Understand relationship between activities of travel business industry and business strategy • Align business activities to ensure practical resulting solutions Retail & Distribution Consumer Goods • Manage and track relationships among • Used by over 1/2 million product stakeholders in the sales cycles designers and engineers worldwide • Flexibility to modify and add new • Products are categorized under 3D processes Mechanical Design Solutions Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 16. Key Differentiators Building Technology Competency Co-innovators of CRMIT’s CRM++ applications Early adaptors of Oracle® CX and Oracle® Cloud Flat, field-oriented management structure Enabling nimble and quick response to clients. Flexible and adaptable. Proven track record of long term relationships CRMIT has implemented some of the most complex solutions on Oracle® technologies through onsite, near shore & offshore Project Management Proven project execution capabilities, quality/metrics focus and global delivery, leads to successful projects and very attractive ROI Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 17. Partial list of customers Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 18. What do our customers say Thanks for your super support and very hard work. These were executed …CRM IT has demonstrated the professionally and I skills and abilities to met or think we got the balance exceed all of our business right, judging by the feedback expectations……. and also from my James T Lane observations. Vice President - Sales Reporting Saty Joshi, United Health Group Interactive Marketing & CRM Marketing Excellence 3M Throughout the process & requirements gathering workshops and the subsequent week of determining solutions, completing activities etc, they have both been very approachable. Their knowledge of CRMoD and their willingness to offer proactive, practical alternative solutions wherever possible has made it a pleasure to work with them. David Atkinson, Functional Analyst, Suncorp Group Limited Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 19. Enabling Excellence Best Customer Relationship Management Program Award 2012 Winner Best SaaS-Based Program Award National Award for E-governance 2007-08 *Awards and Accolades won by our CRM customers Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 20. Global Spread v Deployment base spread over 20+ Sales & Support Offices countries Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 21. Reach us Americas EMEA Oceania 1525 McCarthy Blvd 9 Devonshire Square, Suite 19, 103 George Street Suite 1000 London EC2M 4YF Parramatta Milpitas, CA 95035 UK NSW 2150 +1 972 215 0547 + 44 203 586 1248 +61 2 9186 2550 Japan Malaysia Rest of Asia C/O. Kitatec K K C-1-15, SME Technopreneur Centre 2 # 14, CRMIT Towers, 2-21-7-703 Kiba, Koto- 2260 Jalan Usahawan 1, 63000 BTM Layout 1st Stage, Ku, Tokyo 135-0042, Cyberjaya, Selangor Darul Ehsan, 100 Ft Ring Road Japan Malaysia Bangalore 560068 India +81 3 5809 8444 +60 123 19 55 03 +91 (80) 4292 5555 Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
  • 22. Thank you sales@crmit.com Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.

Editor's Notes

  1. 02/23/13 06:38
  2. Project lead – 60% Secondary – 20% CRM++ - 20% CRM++ Applications for accelerated deployments and enhanced Customer Experience Largest Cloud based CRM – deployed 20K+ users – Standard Chartered Bank
  3. Include Data Services Change Training to User Adoption Change Testing to Validation Roadmap to Oracle Cloud and Social Relationship Management Services
  4. CRM++ Applications for rapid deployment and enhanced customer experience 3000+ users in sales, marketing, service and support organizations 02/23/13 06:38
  5. CRM++ Applications for rapid deployment and enhanced customer experience 3000+ users in sales, marketing, service and support organizations 02/23/13 06:38
  6. 02/23/13 06:38
  7. 02/23/13 06:38
  8. Early adaptors of Oracle® CX & Cloud
  9. Asian Banker Summit for Best Customer Relationship Management Program Award Asian Banker Summit for Best SaaS-Based Program Award IRCTC Awarded the National Award for E-Governance , 2007-08 jointly by Department of IT, Govt. of India and Govt. of Haryana. Awarded the Genius of the Web Award 2007 for being the "Best E-Governance PSU Site" by CNBC . Won National award for E-Governance for being "Best Citizen Centric Application" for the year 2007-08. IRCTC Tourism Unit declared winner for the category Most Innovative Product in Travel and Tourism Fair of India (TTF & OTM 2007) Won CSI-Nihilent E-Governance award for "Best E-Governance Project" in 2007. 02/23/13 06:38
  10. Include Malaysia 02/23/13 06:38
  11. 02/23/13 06:38