The document outlines the capabilities of the CRM++ Computer Telephony Integration (CTI) solution, which integrates telephony with Oracle® Fusion CRM to enhance call center operations. It highlights features such as inbound caller information display, click-to-dial, call wrap-up, and the management of service requests, all aimed at improving customer relationships and business productivity. CRMIT Solutions, the provider, offers various services including implementation and customization, and emphasizes the benefits of a unified CRM platform.

1. Computer Telephony Integration
Customer Service Management made easy..
CRM++ Computer Telephony Integration provides a comprehensive call center or
contact center solution, based on Telephony Application Programming Interface
(TAPI) framework. Using this framework, you can directly integrate your telephone
network with Oracle®
Fusion CRM.
CRM++ CTI framework provides a seamless integration to Oracle®
Fusion CRM,
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 to the agent as they answer
the phone - name, address, outstanding orders or cases. The Click to Dial feature
helps one-click phone calling functionality. Capture the call notes, resolution type
and call reasons with built-in Call Wrap Up feature.
CTI Integration
CRM++ in Computer
Telephony Integration is a call
center or contact center web-
based solution based on
Telephony Application
Programming Interface
(TAPI) framework.
Related Services
Oracle®
Fusion CRM
 Implementation
 Migration
 Training
 Customization
 Data Management
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
• Improved reporting & collaborative management.
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
• 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

2. Computer Telephony Integration
About
CRMIT Solutions
CRMIT Solutions is a pioneer
in delivering cloud based
customer experience
consulting and solutions with
over 200+ certified CRM
consultants and over 175+
successful SaaS based CRM
deployments globally.
CRMIT’s CRM++ applications
include Email Workbench,
SocialCRM++, mCRM
(Mobile CRM), Computer
Telephony Integration (CTI)
and Self Service Portal for
rapid implementation &
jumpstart migration.
Oracle®
Fusion Customer Relationship Management (CRM) is a 100% open;
standards-based set of integrated CRM modules that improves the way sales
professionals work. Unlike traditional CRM systems that focus only on transaction
processing, with collaboration, reporting, analysis, and exception management as
an afterthought, Oracle®
Fusion CRM is designed to deliver unprecedented
business insight into sales performance management.
Featured Computer Telephony Integration platforms
1525 McCarthy Blvd, Suite
1000, Milpitas, CA 95035
Tel +1 972 215 0547
9 Devonshire Square, EC2M
4YF, London
Tel : + 44 203 586 1248
Suite 19, 103 George Street,
Parramatta, NSW 2150
Tel : +61 2 9186 2550
www.crmit.com
C/O. Kitatec K K, 2-21-7-703
Kiba, Koto- Ku,
Tokyo 135-0042
Tel : +81 3 5809 8444
C-1-15, SME,
Technopreneur Centre 2,
2260 Jalan Usahawan 1,
63000 Cyberjaya,
Selangor Darul Ehsan
Tel : +60 123 19 55 03
# 14, CRMIT Towers,
BTM Layout 1st Stage,
100 Ft Ring Road,
Bangalore 560068
Tel : +91 (80) 4292 5555
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