Organizations have been always facing the challenge of achieving customer satisfaction. Handling customer requests at Contact Centers / Call Centers, be it as simple as basic product information or technical information plays a vital role in attaining customer satisfaction.

CRM++ in CTI frame work is a Call Center / Contact Center web-based solution based on TAPI (Application Programming Interface) framework. This Call Center solutions allows our clients to directly integrate your telephone network into CRM OnDemand and access it entirely through the familiar, browser-based interface. It can be seamlessly integrate with most popular call center technologies including Cisco, Nortel, Avaya, Alcatel, Genesys, and on-demand call center vendors like Avaya OnDemand, Pandora.

The main functionalities that can be handled in this Call Center solutions are ::

• Make Outgoing Call
• Answer Incoming Call
• On Hold
• Call Transfer
• Conference Calls

Business Benefits:

• Deliver excellent service by phone — calls are previewed before answering so the person best able to help can take the call and personalize their greeting. All customer detail is on-screen.
• Increased staff productivity — Incoming calls can be handled more effectively and outbound calls can be made quicker using one click dialing to improve efficiency.
• Lower costs — Saving the time on each call reduces the overheads.

Below are some screen shots

In Call Screen with Account Detail Page

Ringing Screen