RM++ 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.
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Computer telephony integration
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