CRM++ Computer Telephony Integration for Oracle Cloud Solution

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CRM++ Computer Telephony Integration framework offers a direct access to extended telephony functions that enable a comprehensive call center or contact center solution. Based on a Telephony Application Programming Interface (TAPI) framework the CTI directly integrates various telephony solutions with Oracle RightNow Cloud Service Platform
CRM++ CTI framework provides unifying access to contact center functionalities including both Inbound (screen pop-up) and Click-to-Dial (outbound integration) functions. Inbound integration enables display relevant information about the caller (360° customer view) to the agent as they answer the phone - name, address, outstanding orders or cases. The Click-to-Dial (outbound call) feature helps one-click phone calling functions, capture the call notes, resolution type and call reasons with built-in Call Wrap Up feature.

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  • Argentina’s Oil Company adopts Computer Telephony Integration for Oracle® CRM on Demand and Avaya One of the leaders in oil exploration and production in Argentina sought to integrate their existing CRM environment and the Computer Telephony Integration (CTI) platform, to enable a comprehensive call center / contact center solution. The company specializes in the exploration, production, refining and commercialization of petroleum. YPF Oil and Gas Product CTI Oracle CRM On Demand Argentina https://marketing.crmit.com/go/crmit/Oil_and_Gas_Case_Study \\192.168.1.10\Fileserver Y
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  • Covedian - Leading healthcare product manufacturer empowers contact center with Computer Telephony Integration for Cloud CRMThe company is a global healthcare products company and manufacturer of medical devices and supplies. They identify clinical needs and translate them to proven products and procedures. With the growing customer base including doctors, pharmacists and other medical professionals, the company sought to empower its customers and contact center agents with a comprehensive call center / contact center solutionCovidienHealthcare, Industrial ManufacturingProductCTIOracle CRM On DemandIrelandhttps://marketing.crmit.com/go/crmit/Healthcare_Manufacturing_Case_Study \\192.168.1.10\FileserverY
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  • Dept.of children & family services (ACS-Xerox)
  • CRM++ Computer Telephony Integration for Oracle Cloud Solution

    1. 1. Increase customer responses by 38% with Computer Telephony Integration for your CRM 80% enterprising companies are considering the use of it 38% increase in customer responses
    2. 2. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Computer Telephony Integration Oracle CRM Application Framework CRM++ Computer Telephony Integration Oracle Cloud Private Cloud Customer Inbound call Click to Dial CTI Features Agents Customers
    3. 3. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com • 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 • Support for multiple sites with different telephone systems • Support for both Voice Over IP (VOIP) and standard telephone systems • Customizable user preferences • Call history and missed call logging Computer Telephony Integration Features Support for
    4. 4. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com • 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 • Improved reporting & collaborative management. • Move from reactive call management to proactive call management Computer Telephony Integration Benefits Support for
    5. 5. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Agent Login Request - Preview
    6. 6. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Click to dial - Preview
    7. 7. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Automatic Call Wrap-Up - Preview
    8. 8. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Oracle Cloud Marketplace Featured Computer Telephony Integration Platform Computer telephony Integration now available on Oracle Marketplace
    9. 9. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Argentina’s Oil Company adopts Computer Telephony Integration for Oracle® CRM on Demand and Avaya COMPANY OVERVIEW One of the leaders in oil exploration and production in Argentina sought to integrate their existing Cloud CRM environment and the Computer Telephony Integration (CTI) platform, to enable a comprehensive call center / contact center solution. The company specializes in the exploration, production, refining and commercialization of petroleum Case Study Industry Oil & Gas Products & Services Oracle® CRM On Demand CRM++ Computer Telephony Integration Implementation Partner CRMIT Solutions www.crmit.com CHALLENGES •Developing a unified solution to connect existing Cloud CRM solution to the customer’s preferred telephony platform •Lower the average call time •Empower the agents to have 360 degree information on customer SOLUTION •Seamless integration to Oracle® CRM On Demand, unifying access to Avaya IP Agent (Call Management System - CMS) •Telephony Application Programming Interface (TAPI) framework to directly integrates various telephony solutions with Oracle® CRM On Demand •Inbound call integration to display relevant caller to the agent. BENEFITS •Comprehensive CRM platform with unified screen-based telephony •Personalized telephone interaction - identifying callers automatically •Improve service / call resolution time •Increased telephone call efficiency and throughput •Improved reporting & collaborative management. •Improved customer relationships, service levels and customer satisfaction •Increased business productivity
    10. 10. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Multinational Bank empowers customers with phone banking experience with Computer Telephony Integration (CTI) Case Study COMPANY OVERVIEW A large multinational banking and financial services company sought to integrate their existing Cloud CRM environment and the Computer Telephony Integration (CTI) platform, to enable a comprehensive & unified call center / contact center solution. They have a network of over 1,500 branches and outlets across more than 50 countries and employs around 80,000 people .Industry Financial Services Products & Services Oracle® CRM On Demand CRM++ Computer Telephony Integration Implementation Partner CRMIT Solutions www.crmit.com CHALLENGES •Heterogeneous Computer Telephony environment across different countries (Orange, Genesys, Apropus) •Developing a solution which integrates with existing Oracle® CRM On Demand and the existing banking platform •Provide better experience without compromising security . SOLUTION •Seamless integration to Oracle® CRM On Demand, unifying access to across multiple telephony system •Flexible architecture to suit customized process & workflow •Incorporated a TPIN (Telephonic PIN) verification process which improved customer experience as well improved security of the system BENEFITS •Comprehensive CRM platform with unified screen-based telephony •Personalized telephone interaction - identifying callers automatically •Improve service / call resolution time •Increased telephone call efficiency and throughput •Improved reporting & collaborative management. •Improved customer relationships, service levels and customer satisfaction •Increased business productivity
    11. 11. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Leading healthcare product manufacturer empowers contact center with Computer Telephony Integration for Cloud CRM COMPANY OVERVIEW The company is a global healthcare products company and manufacturer of medical devices and supplies. They identify clinical needs and translate them to proven products and procedures. With the growing customer base including doctors, pharmacists and other medical professionals, the company sought to empower its customers and contact center agents with a comprehensive call center / contact center solution Industry Healthcare, Industrial Manufacturing Products & Services Oracle® CRM On Demand CRM++ Computer Telephony Integration Implementation Partner CRMIT Solutions www.crmit.com CHALLENGES •Developing a unified solution to connect existing Cloud CRM solution to the customer’s preferred telephony platform •Lower the average call time •Empower the agents to have 360 degree information on customer SOLUTION •Seamless integration to Oracle® CRM On Demand, unifying access to Avaya IP Agent (Call Management System - CMS) •Telephony Application Programming Interface (TAPI) framework to directly integrates various telephony solutions with Oracle® CRM On Demand •Inbound call integration to display relevant caller to the agent. BENEFITS •Comprehensive CRM platform with unified screen-based telephony •Personalized telephone interaction - identifying callers automatically •Improve service / call resolution time •Increased telephone call efficiency and throughput •Improved reporting & collaborative management. •Improved customer relationships, service levels and customer satisfaction •Increased business productivity Case Study
    12. 12. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Leading financial services company empowers customers with phone banking experience with Computer Telephony Integration COMPANY OVERVIEW This customer is one of leaders in financial services and specializes in wealth management consulting and advisory business in the emerging markets in Asia Pacific, Africa, Easter Europe and Latin America. It sought to integrate their existing CRM environment and the Computer Telephony Integration (CTI) platform, to enable a comprehensive call center. Industry Financial Services Products & Services OracleCRM On Demand CRM++ Computer Telephony Integration Implementation Partner CRMIT Solutions www.crmit.com CHALLENGES •With marketing, sales & customer management processes across countries for outbound telesales became a challenge. Required a solution which would ingrate their call center systems with Oracle CRM On Demand. •Solution which worked across different platforms with different telephony systems such as Avaya and Drishti Ameyo call center systems •Solution to maintain customer database for wealth management consulting. •Real time tracking of campaign and call center performance with a 360 degree view of both employees and customers were the challenges. SOLUTION •Deliver the basic integration between Oracle CRM On Demand and Client’s Avaya IP Agent –Avaya Call Management System (CMS) •CTI Screen POP Solution between CRM On Demand and Avaya for the call center users. •Deliver the Custom Integration Applet(s). BENEFITS •Comprehensive CRM platform with unified screen-based telephony •Personalized telephone interaction - identifying callers automatically •Improve service / call resolution time •Increased telephone call efficiency and throughput •Improved reporting & collaborative management. •Improved customer relationships, service levels and customer satisfaction •Increased business productivity Case Study
    13. 13. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com A leader in Business Process Outsourcing and IT services increases contact center scalability and flexibility COMPANY OVERVIEW A Leader in information technology services and business process outsourcing solutions providing services to businesses, government agencies, and non-profit organizations with its Head Quarters in the United States with its operations in nearly 100 countries. They have played a vital role in implementing a complete end to end BPO solution for a Civil service organization which provides social service programs. Industry BPO Products & Services OracleCRM On Demand Oracle Sales Cloud CRM++ Computer Telephony Integration Implementation Partner CRMIT Solutions www.crmit.com CHALLENGES •Difficulties in gathering the customer information from different legacy systems and transforming them to provide a response to the customer. •Record the status of a call and track the progress of a request raised by the customer himself through multiple communication channels offered. •Reduce the turn around time in completing each Service Request. SOLUTION •Optimum screen navigation which reduced call handle and waiting time. •Reduced average call handling. •Lower implementation and maintenance cost. •Interaction details and enhanced case related information were easily available to the agent, which assisted them in providing better solutions to the customer. •Improved customer service rep efficiency and reduced training costs 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 life cycle, submission - follow-up – closure •Increased telephone call efficiency and throughput •Personalized telephone interaction - identifying callers automatically •Increased business productivity •Improved reporting & collaborative management Case Study
    14. 14. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Why chose CRMIT Solutions? CX Fast Track Programs GO LIVE in as early as 6 8 3 5WEEKS WEEKS WEEKS Business Social Assurance Program Pre-built templates Data Enrichment Lead Scoring Managed Campaigns ICM + SPM FieldSalesPro Data Validation Pre-built templates Technology Native & Custom Integrations AppCloud - CX Plug-ins on Quote Management Telephony integrations - Customer Portal Framework v3.x Migrations - Telephony Integration + + WEEKS
    15. 15. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Excel Customer Excellence National Award for E-governance 2007-08 2012 Winner 2012200920082005 2014 . . . . .2011 Category : • Best Customer Relationship Management Program Award • Best SaaS-Based Program Award Your Vision, Our Mission ……..11 years & counting…our Journey continues 2015
    16. 16. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Reach us Americas 1525 McCarthy Blvd Suite 1000,Milpitas, CA 95035 USA 3379 Peachtree Road NE, Suite 555, Atlanta, GA USA Australia & N Zealand Suite 19, 103 George Street Parramatta, NSW 2150 Australia Japan 2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan Malaysia B-5-8 Plaza Mont Kiara 50480 Kuala Lumpur, Malaysia +603 2726 2759+81 3 5809 8444 +1 (678) 447 1371 +1 (404) 736 2341 +61 2 9186 2550 Middle East Fortune Summit Business Park, Near Central Silk Board Junction, Plot No: 244, Hosur Main Road, Bangalore 560068. India Salahuddin Ayubi Road , Riyadh, Kingdom of Saudi Arabia EMEA Talbot House, 204-226, Imperial Drive, Rayners Lane, Harrow HA2 7HH London + 44 20 8872 4127 Rest of Asia Deployment base spread over 25+ countries +91 80 67237555
    17. 17. Computer Telephony Integration © Copyright 2015 CRMIT. All rights reserved. www.crmit.com Thank you sales@crmit.com

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