Computer Telephony Integration

Computer Telephony Integration (CTI) provides the missing link between telephony systems and Sage CRM. With CTI businesses, can see who is calling them and dial contacts on-screen through Sage CRM.

This can save seconds on every phone call adding up to hours saved across an entire team every week thereby reducing business overheads. By making telephony part of the infrastructure, call statistics, campaign responses and data quality can all be captured and assessed within the Sage CRM software interface.

Introducing intelli-CTi

intelli-CTi, extends the capability of a phone system enabling computers to interact with it allowing both to handle voice and data traffic. By bringing together two of the most important tools in any business, gains can quickly be achieved through enhanced customer service, increased productivity and better reporting.
 

How intelli-CTi benefits businesses

• Deliver excellent service by phone — calls are previewed before answering so the person best able to help can take the call and personalise their greeting. All customer detail is on-screen.
• Increased staff productivity — caller ID means more incoming calls can be handled and outbound calls can be made quicker using one click dialling to improve efficiency.
• Better reporting — call statistics provide powerful data on agent/team performance, call levels and real time reporting throughout the day.

• Lower costs — by saving time on each call there’s capacity to increase call time minutes and reduce overheads.

intelli-CTi is developed to integrate with most leading CRM applications including Sage CRM. With wide switch coverage, intelli-CTi enables businesses to extend the value of their CRM system whatever phone system is used.By making telephony a key part of IT infrastructure a completely integrated customer service is achieved with a streamlined sales and marketing operation.

Know who is calling. Use intelli-CTi to improve customer service.

When a call is received, intelli-CTi searches Sage CRM and shows call agents who they will be talking to. With ‘handsfree’ call previewing and retrieving customer information, staff are able to provide the individual care so customers always feel valued. With intelli-CTi, customer service is always high quality as calls are handled intelligently from the start.

Make phone calls on-screen to increase talk minutes and increase user productivity.

A recent DTI Computer Telephony Integration report found up to as many as 10% of outbound phone calls are misdialled. The cumulative time to make a call, even when its dialled correctly, adds up to a sizeable financial cost. intelli-CTi one-click dialling from the desktop eliminates dial errors to free up staff time to make more calls and carry out more profitable work.  The same report also found automatic caller identification can cut at least 20 seconds off each call. Using intelli-CTi screen-popping caller ID, seconds saved off each call add up to a saving of over 5 hours for every 1000 calls made by a team!