crm++ computer telephony integration for oracle cloud solution

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.

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Computer Telephony Integration

Oracle CRM

Application Framework

CRM++ComputerTelephonyIntegration

Oracle Cloud Private Cloud Customer

Inbound call

Click to Dial

CTI Features

Agents

Customers


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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 IntegrationFeatures

Support for


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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


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Agent Login Request - Preview


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Click to dial - Preview


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Automatic Call Wrap-Up - Preview


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Oracle Cloud Marketplace

Featured Computer Telephony Integration Platform

Computer telephony Integration now available on Oracle Marketplace


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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

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


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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



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



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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



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.


Case Study


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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


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


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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


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


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crm++ computer telephony integration for oracle cloud solution

Technology

telephony activity

comprehensive crm platform

existing cloud crm solution

customer satisfaction

oracle cloud marketplace

existing cloud crm environment

oracle marketplace

increase customer responses