One of the leaders in oil exploration and production in Argentina sought to integrate their existing 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.
Computer Telephony Integration (CTI) is a crucial element of any efficient call center operation, as are features including call scripting, screen pops, voice, click to dial, automated dialing and unified agent front end.
A significant challenge exists when attempting to connect hosted browser based solution to the customer’s preferred telephony platform.
The existing Oracle® CRM On Demand offered conjunctions to telephony solution. However, the Argentinean oil giant already had an existing investment in their Avaya telephony and preferred to work with the same platform for the delivery of voice to agents. An effective solution demanded a unified integration framework.
CRM++ Computer Telephony Integration framework offers a direct access to the Avaya telephony functions that enable a comprehensive call center or contact center solution. Based on a Telephony Application Programming Interface (TAPI) framework the CTI directly integrates various telephony solutions with Oracle® CRM On Demand.
CRM++ CTI framework provides a seamless integration to Oracle® CRM On Demand, unifying access to the Avaya IP Agent (Call Management System - CMS) functionalities including both Inbound (screen pop-up) and Click-to-Dial (outbound integration) functions. Inbound integration enables display relevant information about the caller to the agent as they answer the phone - name, address, outstanding orders or cases. The Click-to-Dial feature helps one-click phone calling functions, capture the call notes, resolution type and call reasons with built-in Call Wrap Up feature.
CRM++ Computer Telephony Integration leveraged the existing telephony and CRM infrastructure by providing crucial call center functionality in the most cost effective way possible.
- 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