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Exposing CRM & DB contents to end users telephony needs
ADD-IN:
Office \ Outlook \ Active directory \ GAL \ MS-CRM \ Dynamic
Sap B1 \ Sap CRM
Lotus Notes contact and public
Component for Magic applications
In the world of cost reduction and savings ITCTECH is challenging the accumulative time employees waste on managing phone calls activities.
The phone calls activities include Locating and Calling people, Waiting for answers, Looking up for numbers, Checking the missed calls, Answering unimportant calls, Transferring calls attempting to identify callers, etc.
According to reports from our customers, an average of 400 hours per year are wasted on such activities per 30 employees
The challenge
When the CRM Data Bases talk to a telephony systems a unified communication protocol between all types of IP-PBXs and all type of CRM data bases, enables new style of personal call centers
Exposing CRM & DB contents to end users telephony needs
What for?
Administration \ Marketing \ Collection
Customer relation and management \ Service
For any type of business
PCCPersonal Call Center
Exposing the CRM and DB contents to employees’ phone calls activities for creating a personal Call Center
Technically speaking: Connecting between all type of IP/ DIG-PBXs systems/ Web
telephony services and all type of Enterprises CRM Data Bases through ITCTECH protocol
Simplified the operation from any desktop applications such as MS-Office and others.
The solution saves the wasted average of 400 hours per year per 30 employees.
The solution
1. Dialing from every screen and document, including from embedded numbers in e-mail signatures by clicking the published number.
2. Redialing calls and dialing list management based on pre-defined schedules and priorities.
3. Incoming calls are identified from the organization’s Data Base and immediately displayed on the computer screen and on the employees Cell phones.
4. Identification of incoming calls includes: client’s name, telephone number, business numbers, summary of last conversations and additional data from the organization’s data base.
5. Automatic statement of missed calls are sent to e-mails and on cell phones, with all the necessary calling client information.
The Services: Automating user’s telephony needs
Integrated systems
Using the system from Outlook
1. Dialing from contacts and from Public address book
2. Dialing from every screen and document, including from embedded numbers in e-mail signatures by clicking the published number.
3. Redialing calls and dialing list management based on pre-defined schedules and priorities.
The Services: Automating user’s telephony needs
Out-going calls
Displaying name of required contact, and more :
Schedule your redialing list based on priorities time and date
1 .Incoming calls are identified from the organization’s address book \ contacts and immediately displayed on the computer screen according to access permission.
2 .Identification of incoming calls includes: client’s name, telephone number, business numbers, summary of last conversations and additional data from the organization’s
data base .
3. Automatic statement of missed calls are sent to e-mails and on cell phones, with all the necessary calling client information
The Services: Automating user’s telephony needs
In-coming calls
Tray Balloon
Toolbar
Window
Sending to your email
and cellular
1. Personal and organizational reports about outgoing/incoming/missed calls, statistics and graphs
2. Hot Links for listening to voice recordings from the reports
3. Real time Call-Center reports
4. Call routing based on pre-defined data in the CRM/ERP
5. Harassing calls filtering out
6. Automatic Call-Back system from published web banners and web contact links directly to the publisher’s PBX
Special Services:
organization’s and user’s telephony needs
LGNortel
EpygiSkype
AvayaTelrad
PanasonicCisco
Coral
PBXs
WEB
Cellular Network
ITC PCC
Personal Call Center
clients
Desktop applications
ITC Server
Enterprise CRM
Receiving Programs
ITC Blocking calls
PSTN
The architecture
Quality of service
Customer comments:
Greenwald Ltd. –Compressors producer. Purchased the system for 30 workstations. It saves two employees, which translates to a profit of 155,000 NIS per year. The purchase paid itself in one month and one week.
Totocard Ltd. Purchased the system for 100 workstations. It saves 11 hours for every working day, which translates to a profit of 150,000 NIS per year. The purchase cost covered itself in 3 months.
Avitan and Zagagi – tax consultants. Purchased the system for 30 workstations. It saves two days per month, which translates to a profit of 190,000 NIS per year. The purchase paid itself in one and a half months.
The Average saving time to cover the purchase cost is: Two months per 30 employees.
Organizations with the following characteristics:
1. A typical customer uses the phone to develop his business
2. Any organization with Digital/IP PBX
ITC TECH
OEM
Software providers
CRM manufacturers
Telephony service
providers
Switchboard distributors
Organizations
OEM agreement per order or per year,
based on quantity.
Int’l Distributors per country
The organization selects its preferred distributor
U Bank
Hapoalim Bank
Police Emergency Call-Center
Toto-card
Agro-Top
Eurucom
Tadiran telecum
Israel ministry of foreign affairs
Elbit imaging
One
Lapidot
Israel Corp.
ICL Group
Partner
Taro Pharmaceutical industries
Crazy line fashion
Brosh-Nir Engineering
Shapam Media
YEI- Yahalomei Espeka - Diamonds
Alon Holdings
Avitan & Zagagi accountants
Rosh Hutsot productions