CTI integration in CRM projects

Within the implementation of a CRM strategy, points of contact with clients are a vital basis for the correct development of the same, as they allow us a rapid and effective approach with customers to meet their needs and provide our products and / or services in a reliable manner. One of the most common ways for the customer contact with the company, are the call center, where you can communicate by telephone with the company, whether to require new products and / or services or for the care of complaints that can have our clients about the company.

One of the keys to the success of a call center care is fast, effective and personalized for each of our customers, since they are very severe at the time of qualifying service and / or product received by the company and attention that is given from one of the points of contact with the company provide, in particular the call given by a call center agent.

One of the most common ways to achieve greater agility in the time to recognize when a customer contacts the call center is the integration CTI (Computer Telephony Integration for its acronym in English) of SalesLogix (Computer) with the telephone plant (Telephony).

CTI protocols supported by TAPI (Telephony Applications Program Interface), which are Microsoft proprietary and allow us to understand the language of the telephone plant and through programming, using the ANI (Automatic Number Identification) and DNIS (Dialed Number Identification Services) which are the telephone numbers that the facility will provide for handling them and bring services such as:

Information about the call, both origin marking. Automatic dialing telephones. CallCenter control positions (ACD Automatic Call Distribution) calls Transfer Advanced attachments such as call routing, reporting functions, automation of processes, etc.. State control of the call center agent quality monitoring and recording of calls service.

This integration allows SalesLogix interact with the information you can provide the telephone plant, which can be used to recognize that customers are communicating with us through telephone number. This integration allows the plant to send us the telephone phone number which is originating the call, so that we can search the database for SalesLogix customers, if this number exists in our database, we can send in screen in real time, the record of our customer call center agent who is receiving the call for it to be deployed in SalesLogix, where you can see the entire history of information that the customer has with us.

In the event that the phone which we are calling does not exist in the database, you are given the option to call center agent to register a potential customer, as it can be a person interested in investigating for some product and / or service we provide our company.

This agility and promptness in obtaining and availability of information, makes the call center agent is more effective in responding to requests from our customers, because they do not have to spend valuable time in finding the person you are calling within the system, in addition, the client will feel that the call is more personal, because without giving your information, our system is already being recognized as our customer, giving a perception that a customer, we recognize and are willing to servile manner agile.

Finally, not only this type of integration allows more flexibility to serve customers, but also allows you to easily call center agent trying to contact a customer, supplier, etc.., As CTI integration allows dialing numbers either through SalesLogix screen, which removes the hassle of dialing phone numbers, as you can with just a click of the phone number for registration of our client in SalesLogix.

For all this, CTI integration is an important key for companies that implement a call center, allowing the effectiveness with which they serve customers (or potential) through the telephone service increases, potentiates the resources aimed at giving flexible and accurate service to all customers of the company.

Mind of Colombia has developed several projects to implement SalesLogix CRM, in which CTI has been integrated with different brands of PBXs. This has generated a significant increase in productivity and control of customer-facing activities. For more information on how CRM + CTI can benefit your organization.



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