CRMIT’s proven implementation methodology focuses on business solutions.  Concentrating on a thorough up-front discovery of the customer’s business objectives, CRMIT translates them into a comprehensive solution plan.

With CRMIT’s Call Center, you can directly integrate your telephone network into CRM OnDemand and access it entirely through the familiar, browser-based interface. Seamlessly integrate with most popular call center technologies including Cisco, Nortel, Avaya, Alcatel, Genesis, and on-demand call center vendors like Avaya OnDemand, Pandora, and Five9.

CRMIT’s CRM++ Call Center Solution is a web-based call center solution based on SOAP/Web Services/AES/JTAPI Framework

Avaya Screen Pops with Oracle CRM OnDemand

• When the call comes in, agent clicks on “Answer” button available in Avaya IP Agent Desktop.
• The customer (Contact) record is searched using the ANI (Customer phone number) of the customer passed by Avaya.
• The ANI passed by Avaya matched with either Work Phone or Cellular phone or Home Phone of any of the Contact record in CRMOD
• ANI Match – contact detail page will be shown to an Agent and customer Interactions screen will be popped along with the Contact detail page.
• NO ANI Match – Contact search page will be shown to an Agent.
• An Agent can use either Contact Simple Search or Advanced Search features of CRMOD to search for the Contact record using any of the contact fields such as Email, Phone numbers, First Name, Last Name, Full Name, Job Title and so on.

Screen Shot Below