Upload
crmit-solutions
View
4.404
Download
0
Tags:
Embed Size (px)
Citation preview
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
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Computer Telephony Integration
Oracle CRM
Application Framework
CRM++ComputerTelephonyIntegration
Oracle Cloud Private Cloud Customer
Inbound call
Click to Dial
CTI Features
Agents
Customers
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
• 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 IntegrationFeatures
Support for
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
• 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
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Agent Login Request - Preview
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Click to dial - Preview
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Automatic Call Wrap-Up - Preview
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Oracle Cloud Marketplace
Featured Computer Telephony Integration Platform
Computer telephony Integration now available on Oracle Marketplace
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
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
IndustryOil & Gas
Products & ServicesOracle® CRM On DemandCRM++ Computer Telephony Integration
Implementation PartnerCRMIT Solutionswww.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
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Multinational Bank empowers customers with phone banking experience with Computer Telephony Integration (CTI)
Case Study
COMPANY OVERVIEWA 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
. IndustryFinancial Services
Products & ServicesOracle® CRM On DemandCRM++ Computer Telephony Integration
Implementation PartnerCRMIT Solutionswww.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
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Leading healthcare product manufacturer empowers contact center with Computer Telephony Integration for Cloud CRM
COMPANY OVERVIEWThe 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
IndustryHealthcare, Industrial Manufacturing
Products & ServicesOracle® CRM On DemandCRM++ Computer Telephony Integration
Implementation PartnerCRMIT Solutionswww.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
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Leading financial services company empowers customers with phone banking experience with Computer Telephony Integration
COMPANY OVERVIEWThis 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.
IndustryFinancial Services
Products & ServicesOracle CRM On DemandCRM++ Computer Telephony Integration
Implementation PartnerCRMIT Solutionswww.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
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
A leader in Business Process Outsourcing and IT services increases contact center scalability and flexibility
COMPANY OVERVIEWA 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.
IndustryBPO
Products & ServicesOracle CRM On DemandOracle Sales CloudCRM++ Computer Telephony Integration
Implementation PartnerCRMIT Solutionswww.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
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Why chose CRMIT Solutions?CX Fast Track Programs
GO LIVEin as early as 6 8 3 5
WEEKS WEEKS WEEKS
BusinessSocial Assurance Program
Pre-built templatesData EnrichmentLead ScoringManaged Campaigns
ICM + SPMFieldSalesProData Validation
Pre-built templates
TechnologyNative & CustomIntegrations AppCloud
- CX Plug-ins on Quote ManagementTelephony integrations
- Customer Portal Framework v3.x Migrations- Telephony Integration
+
+
WEEKS
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Excel Customer Excellence
National Award for
E-governance
2007-08
2012 Winner
2012200920082005 2014. . . . .2011
Category :• Best Customer Relationship
Management Program Award• Best SaaS-Based Program Award
Your Vision, Our Mission……..11 years & counting…our Journey continues
2015
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Reach us
Americas
1525 McCarthy BlvdSuite 1000,Milpitas, CA 95035USA
3379 Peachtree Road NE, Suite 555, Atlanta, GA USA
Australia & N Zealand
Suite 19, 103 George StreetParramatta, NSW 2150Australia
Japan
2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan
Malaysia
B-5-8 PlazaMont Kiara 50480Kuala Lumpur, Malaysia
+603 2726 2759+81 3 5809 8444
+1 (678) 447 1371 +1 (404) 736 2341 +61 2 9186 2550
Middle East
Fortune Summit Business Park, Near Central Silk Board Junction, Plot No: 244, Hosur Main Road, Bangalore 560068. India
Salahuddin Ayubi Road ,Riyadh,Kingdom of Saudi Arabia
EMEA
Talbot House, 204-226, Imperial Drive, Rayners Lane, Harrow HA2 7HH London
+ 44 20 8872 4127
Rest of Asia
Deployment base spread over 25+ countries
+91 80 67237555
Computer Telephony Integration© Copyright 2015 CRMIT. All rights reserved.
www.crmit.com
Thank [email protected]