CRMnext Contact Centre Solution

CTI Integration with CRMnext

CRMnext-CTI: a summarization

  • Automatic population of Contact information in CRMnext for incoming calls.
  • Reduced call times to service larger customer base and cut costs.
  • Preview incoming calls in CRMnext to deliver a personalized service.
  • Retain customer information.
  • Record interactions/activities against accounts and prospects.
  • Search widgets for quicker results and better security for customer information.

CTI integration with CRMnext: an overview

CRMnext is CTI-enabled with its soft phone system featuring outbound predictive dialing, inbound call distribution (ACD) and interactive voice response (IVR). Our CRM call center module supports screen pops and Caller ID. But that's just the beginning - it can perform virtually any phone function. CRMnext can empower your customers with self-help call center functions from your website. With our in-built soft phone features, your call center can now be operative 24x7 without any added personnel expense.

Customer relationship management efforts by businesses and enterprises largely depend on a variety of technology system adoptions with front-end and back-end office system applications, like Automatic Call Distribution (ACD), Predictive Dialers, Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Skills-based Routing, Recording, Monitoring, Centralized Management Administration, Workforce productivity management software and much more. CRMnext addresses the key issues by offering a Computer Telephony Integration (CTI) module that synchronizes customer service efforts with business strategies that focus on customer needs and internal policies.

Today, providing out-of-box CRM integration is critical for any business using CRM solutions.  To facilitate this, CRMnext continues to increase its integration features for third party applications and systems.  With CTI integration to CRMnext, when an incoming call is directed to an extension, CRMnext's CTI application residing on a computer is automatically alerted and the CRMnext Contact Screen pops-up with details related to the contact. A variety of options are then displayed to the end user - continue working on CRMnext/ put the call on hold/ transfer call to another user.

Additionally, permitted users can configure CRMnext to automatically populate marketing related information, including tracking activities (call received, call transferred, etc.). Default time periods can be set for DNC (Do Not Call) related to Leads and Contacts with seperate durations for phone, SMS and email, if required. Another useful CRM feature is 'call scripts', which ensure consistency for customer experience with automated call flows and a scoring engine for converting Leads.

CRMnext is constantly focusing on two areas in product development - bringing unique innovative solutions to the market and continuing to expand out-of-box integration with popular third party applications. As more and more businesses move towards an IP based telephony system, having tight integration between telephone systems and CRMnext is critical to improving productivity and a better end user experience.

CTI Integration

Computer Telephony Interface for outgoing calls

The CRM application's integration with a dialer is a vital part of CTI and this is achieved through Agent APIs. Using this software integration tool, CRMnext makes it possible to customize user interfaces for the system, this increases efficiency and accuracy for viewing or creating customer related information.

Through CRM integration with CTI, design and streamline campaigns to meet business needs and show customer information as required. New leads and opportunities can be assigned and escalated automatically to ensure productive follow-ups.

Preview Dialing: As the name implies, an agent previews the contact information in CRMnext prior to dialing. Preview Dialing is convenient and cost-effective; it is generally used when the agent is familiar with the person being contacted. Business-to-business calls generally uses this type of dialing and another term for it is 'managed calling'.

Predictive Dialing: This is sometimes referred to as Anticipatory or Adaptive Dialing. Predictive Dialing uses a computer generated list as the source of numbers to be dialed. Calls are filtered to eliminate no answer, line busy, answering machine and other non-productive calls and the rest are routed to active agents. Predictive Dialing is generally used for business-to-consumer calling campaigns, where reducing non-productive calls increases contact rates. Another term used for it is 'outbound calling'. In this scenario, the CRMnext customer screen is visible only when the call is connected.

Benefits of CRMnext-CTI Integration

CRMnext is preferred by most because of its open and scalable architecture - it is easily integratable with other systems. Our solution has an ability to provide both a robust front-end and an integration framework that ensures that call center agents will always have a single holistic view for each customer. CRMnext can be implemented quickly, an essential feature for a new or existing business expansion. 

  • Enhance efficiency and effectiveness: through integration with the predictive dialer, our system can use agent resources more effectively by enabling a blended call environment to operate at its optimal efficiency.
  • Cut Idle Time using Predictive Dialing modes: CRMnext-CTI automatically calculates call pacing based on agents' availability and average call length. These calculations minimize agents' idle time by filtering out busy signals, not responding and answering machines.
  • Increase Customer Contacts: Studies show that agents spend only 20 to 30 minutes of each hour talking to customers in a manual outbound call center. But agents in centers using CRMnext-CTI spend 45 to 50 minutes each hour talking to prospective customers, which is an almost 100% increase in productivity.
  • Single Interface: agents will only need to use CRMnext for studying prospect or customer information and related activities. This also eliminates the uphill task of logging into multiple systems and re-entering information.
  • Knowledgeable agents: agents are under less pressure with a holistic view of all relevant information and quicker well-informed responses to customer requests.
  • Intelligent call routing: the system will route the calls according to a set of rules that you also define in CRMnext. This means segmenting customers to be handled by a specialized group of agents for each type and highlighting priority contacts. The routing can be as simple or sophisticated as necessary.
  • Dynamic wrap-ups: changes made by an agent during wrap-up are immediately available for call routing - the caller can call back the contact seconds later and run a completely different flow.
  • Multiple campaigns: CRMnext facilitates running of multiple campaigns at a time.

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