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

• Intelligent Chat Distribution
• Agent to Agent transfer
• Screen Pops
• Ability to accept / reject incoming chat requests
• Canned Response Manager
• Push Images, Links, Pages, Proactive Messages
• Ability to chat in multiple languages
• Emotions

Chat Initiation

• Visitor initiated Chat from Website / Email
• Invite Visitor to Chat

Reporting and Analysis

• Chat Satisfaction Survey
• Retrieve/Search Chat Transcripts
• Detailed Reporting and Statistics

Save Info

• Save Chat history under customer record

Generate a the HTML code and add the code your website

Customize your questions that needs to be asked when someone clicks on Live Help button

Agent Management – Fully Integrated to Oracle CRM OnDemand Logins

Automated Screen Pops – As soon as agent accepts the chat request, the screen also shows the customer’s record in Oracle CRM OnDemand

This can be customized for any object of CRM OnDemand. This offers your complete control to your end users. With Custom Pages and Custom Functions talking to backend systems.

UL looks if the end users are working on CRM OnDemand which makes the solution more user friendly.

Offline CRM OnDemand Sync

Offline CRM OnDemand List View

Offline CRM OnDemand – Account Detail

Offline CRM OnDemand – Opportunity Detail

CRMIT’s Mobile CRM allows you to view, edit, and add contact and account details, take notes, schedule meetings, complete activities, update opportunities, and review service request information, all from a handheld device. You can easily access key customer information using quick lookups or filtered searches. CRMIT’s  Mobile CRM enables account, contact, opportunity, and service request from handheld devices so employees always have access to the most up to date customer information, whether in the office or on the road.

Key Features:

• Account & Contact Management
• Calendar & Activity Management
• Opportunity Management
• Lead Management
• Service Request Management

Right information at the right time

Welcome to the world of sales force automation where technology is making the fiercely competitive marketplace grow even more competitive. Before long, salespeople without handheld access to valuable account information will be rare.

The benefits of sales force automation are clear:

• Gives salespeople the information they need to close more sales more quickly
• Helps busy people in the field better organize their schedules and workflow
• Reduces the cost of inventory and order processing
• Service functionality
• Works with any web-enabled device
• Fully customizable
• Real-time access to customer information
• Multiple language supported
• Easy to configure and manage
• Improves customer satisfaction through better-informed service

Real-time access to Oracle On Demand

• Accounts
• Opportunities
• Contacts
• Campaign’s
• Leads
• Calendar: Appointments & Tasks
• Service Request and other objects

Ability to view, edit/update, and create new records using mCRM

Device Independent – Any Phone, Any Time, Any Where

• It makes your Email Campaign a configurable and easy process.
• A Fully Customizable interface, allows the business users to configure campaigns with different Mail IDs / Servers
• These Mail IDs can be published via Print / Electronic Media
• All Responses to this, are picked in batches, and inserted into  CRM OnDemand, where they can be processed further
• All Emails are backed up for further review / usage / audit purposes
• Supports all standard SMTP / Pop Mail Servers
• Ability to configure a custom response to the user according the type of campaign
• Ability to capture replies for Service Requests and inserts them as Actions in  CRM OnDemand 

Some Screenshots

Manage Mail Archive

Manage Profiles

• View all existing profiles
• Add, Edit and Delete a profile.
• View the type and status (whether it is Mapped To SCOD) of a profile.

Map Profiles to CRM On Demand

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

Business Benefits

• Improves service quality and streamline operations in the organization
• Gain a wealth of updated insight into resources, operations and customers
• Monitor and measure SLAs from a business service perspective
• Improved industry compliances and service management methodologies

1. I should be able to define any complex condition on basis of all objects that are exposed as part of OD workflows outside OD
2. On basis of the above condition, the action can be
3. Triggering an email with email templates filled with dynamic information
4. Creating an activity / appointment with required information
5. Updating a field value 
6. Calling any custom method that we implement for the customer 
7. As part of every time based workflow, I require a facility to specify @ what time this workflow is configured to run (Something similar to windows scheduler) 
8. Should be able to specify a query criteria to filter the subset of data on which the workflow has to executed 
9. The rules should be executed only @ the specified time interval in the workflow definition 
10. I can define as many rules as I want 
11. I can activate / de-activate rules 
12. There should be only single program (engine) which manages this 
13. Users should be able to use one user interface to setup the complete workflow 
14. Ideally there should not be any updates back to OD unless the action is update field in OD 

Some Screen Shots below

Below are some key highlights..

Sending an Email:

1. The customer can send an email to a support email address.
2. A batch utility reads the email and checks if the customer is a new customer or existing customer (if a contact record is present in the system with that email address he will be considered an existing customer)
   1. If it is an existing customer, the email is used to create a new Service Request in the system and the contact is associated with it.
   2. If it is a new customer, a new contact record is automatically created in the system using the email address and then a new service request is created and associated with that contact.

Viewing the Case detail:

1. The Service Request is created as an open service request of Source “Email” and in the detail page, the original email is displayed in the “Email Work-Space” section along with Received On & the time Elapsed to give the user an idea on how long it has been open.

Replying to email:

1. The agent can reply to the email by clicking on reply/ reply all on clicking on which the email can be pre-filled with canned response based on the SR type Status. As of now we just pass the welcome message and in the end have a signoff from the agent’s name.
   1. Again we can add some attachments as part of the reply that we send out.
   2. If the customer is associated with an account, on clicking on TO / CC (hyperlink) the system shows the list of all the contacts associated with that Account, giving the ability for the user to associate any/ all of them to the email response.
2. Upon clicking on Send, the email is sent and an completed activity is created in the system by associating to the same Service Request. Now the agent can continue to work on the other cases/ service requests.

Customer responding to the email:

1. For the customer, it just an email reply that he has received, he would reply to it just like any other email.
2. That is again read by a batch application and this time creates a new open activity by tagging it to the corresponding service request.

Viewing the customer’s response:

1. The owner of the Service Request can see the open activity in his open activity section in OnDemand and continue to work on it. This way the responsibility of resolving the Service Request lies with a single agent and he ensures the customer’s query is answered.
2. All the interactions corresponding to a single service request is captured as activities and linked to the same service request that can be used by any agent who is working on it
3. All the service requests are associated with a customer so the is the current issue has linking with an old service request, the agent working has complete information on the past issues.

Forwarding for internal reference:

1. In the Service request detail page, if the agent clicks on forward button and then clicks on “TO/ CC” (hyperlink) the list of all the active users in the system will be displayed for the user to select from

Spawning in to a child case:

1. If the agent feels the case has two issues and needs to be handled by a different department, they can click on “Create Support Case” which will populate the fields from the original Support request to a new page.

This is a very flexible solution which can be configured to meet customer’s business requirement.