Call Recording CRM tagging

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Call recording history is available within the CRM customer record which gives instant access to recordings for every customer interaction.

Technology

Call Tagging
CRM integrated Recording

Wow Factor: Call recording history available within CRM customer record

www.ct-solutions.com

Who said what?
When there’s only one version of the truth, and its on
the record, then there’s just no argument

Problem:
- Where is the correct recording and how do I find it

Pain:
- How long do I spend searching the correct recordings

www.ct-solutions.com

CRM Call Tagging: Features
• Call Recording are listed within the CRM customer
record

• Agents see within the customer record a call history
of calls recorded and not recorded.

• Agents can simply click on the record to listen

• No more searching based on
date ,time and agent

www.ct-solutions.com

Q4U
Contact Centre Callbacks

CRM Recording Integration
• Any CRM
2101/13 13:45 MY-CRM - CUSTOMER CALL RECORDINGS 09/32
CUSTOMER: LONE STAR ENTERPRISES
Sel Date Time Recorded Dir. Dur. Agent Code
__ 21 Dec 2012 09:43 Yes In 02:12 pmurphy PPT
__ 21 Dec 2012 11:03 No Out 12:18 jwilson SAL
__ 22 Dec 2012 15:01 Yes In 01:45 pmurphy TSP
__ 22 Dec 2012 15:03 Yes In 05:55 pmurphy TSP

Parameters or command
===>
F7=Previous F12=Cancel F13=Repeat
F16=Play Recording

• Any Call Recording system

www.ct-solutions.com

Telephony integration for Dynamics 365.  Inbound screen-pop based on the calling telephone number  Telephony functions (answer, transfer etc) buttons embedded in Dynamics 365  if more than one contact for same number, we pop a list of configured contacts.  Embedded progressive dialler (individuals or group lists (queues) can be created for outbound campaigns, stop/start as required and work in a blended mode e.g inbound calls can still be addressed while working in an outbound campaign.)  Click to dial functionality from anywhere in the CRM  Automatic logging of telephone activity saved in the contact profile  Personal call-back or group call-back management scheduler  A suite of Dashboards for management to monitor telephone activity  A suite of reports that cover telephone activity.

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Call Recording CRM tagging

1. Call Tagging CRM integrated Recording Wow Factor: Call recording history available within CRM customer record www.ct-solutions.com

2. Who said what? When there’s only one version of the truth, and its on the record, then there’s just no argument Problem: - Where is the correct recording and how do I find it Pain: - How long do I spend searching the correct recordings www.ct-solutions.com

3. CRM Call Tagging: Features • Call Recording are listed within the CRM customer record • Agents see within the customer record a call history of calls recorded and not recorded. • Agents can simply click on the record to listen • No more searching based on date ,time and agent www.ct-solutions.com

4. Q4U Contact Centre Callbacks CRM Recording Integration • Any CRM 2101/13 13:45 MY-CRM - CUSTOMER CALL RECORDINGS 09/32 CUSTOMER: LONE STAR ENTERPRISES Sel Date Time Recorded Dir. Dur. Agent Code __ 21 Dec 2012 09:43 Yes In 02:12 pmurphy PPT __ 21 Dec 2012 11:03 No Out 12:18 jwilson SAL __ 22 Dec 2012 15:01 Yes In 01:45 pmurphy TSP __ 22 Dec 2012 15:03 Yes In 05:55 pmurphy TSP Parameters or command ===> F7=Previous F12=Cancel F13=Repeat F16=Play Recording • Any Call Recording system www.ct-solutions.com

Call Recording CRM tagging

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