The document discusses the benefits and features of computer telephony integration (CTI) for CRM systems, highlighting its ability to increase customer responses by 38% and improve call efficiency. It outlines various case studies from multiple industries, including oil, banking, and healthcare, showcasing integration solutions that enhance customer service and management through unified telephony systems. CTI is described as a key technology for businesses seeking to improve customer interactions, reporting, and productivity.

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. Computer Telephony Integration
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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. Computer Telephony Integration
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• 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. Computer Telephony Integration
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• 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. Computer Telephony Integration
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Agent Login Request - Preview

6. Computer Telephony Integration
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Click to dial - Preview

7. Computer Telephony Integration
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Automatic Call Wrap-Up - Preview

8. Computer Telephony Integration
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Oracle Cloud Marketplace
Featured Computer Telephony Integration Platform
Computer telephony Integration
now available on Oracle Marketplace

9. Computer Telephony Integration
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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. Computer Telephony Integration
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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. Computer Telephony Integration
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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. Computer Telephony Integration
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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. Computer Telephony Integration
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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. Computer Telephony Integration
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17. Computer Telephony Integration
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