Oracle CRM On Demand - Computer Telephony Integration for Avaya
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CRM++ in CTI frame work is a Call Center or Contact Center web-based solution based on Telephony Application Programming Interface (TAPI) framework. This Call Center Solution allows our clients to directly integrate telephone network into CRM On Demand and access it entirely through the familiar, browser-based interface. It can be seamlessly integrated with the most popular call center technologies including Cisco, Nortel, Avaya, Alcatel, Genesys, and On Demand Call Center vendors like Avaya On Demand and Pandora.
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Oracle CRM On Demand - Computer Telephony Integration for Avaya
- 2. Who are we • Pioneers in SaaS based Customer Experience (CX) solutions and early adopters of Oracle Cloud • 800+ man years of deployment, implementation & migration expertise • 200+ certified CRM consultants • 175+ successful CRM / CX deployments including custom development and integration • 100+ CRM training engagements globally • 20+ countries with on site support presence • CRM++ applications for accelerated deployments (3000+ user base) Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 3. Our Cloud Offerings Fusion CRM Fusion CRM CTI CTI Mobile CRM Mobile CRM CRM On Demand CRM On Demand Right NOW Right NOW Social CRM Social CRM SSP SSP ATG ATG Email Workbench Email Workbench Portfolio Sales & Marketing Services Applications Solutions Solutions Services Services Training Training Testing Testing Offerings Oracle® Cloud Private Cloud @Customer Cloud based CRM/CX Solutions ` Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 4. CRM ++ Applications Enabling rapid deployment and enhanced customer experience Computer Self Email Mobile Telephony Social CRM Service Workbench CRM Integration Portal 3000+ users in sales, Framework marketing, service & support organizations Oracle® CRM On Demand Oracle® Cloud Private Cloud @Customer Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 5. CRM++ CTI Inbound call Agents CRM OnDemand CTI Features Computer Telephony Click to Dial Integration Customers 3000+ users in sales, Framework marketing, service & support organizations Oracle® CRM On Demand Oracle® Cloud Private Cloud @Customer Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 6. Integration Features • Inbound and click-to-dial action call handling • Automatic Call Wrap-Up • Caller ID & Multiple call support • Customer Interaction screen to record and track a series of ongoing customer activities • Call history and missed call logging • Customizable user preferences • Support for multiple sites with different telephone systems • Support for both Voice Over IP (VOIP) and standard telephone systems Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 7. Integration Benefits • Comprehensive CRM platform with unified screen- based telephony • Streamlined telephony activity within your business • Improved customer relationships, service levels and customer satisfaction • Manage service request lifecycle, submission - follow-up - closure • Increased telephone call efficiency and throughput • Personalized telephone interaction - identifying callers automatically • Increased business productivity •Computer Telephony Integration Improved reporting & collaborative management. www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 8. Typical CTI–CRMOD Integration Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 9. Inbound call integration Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 10. Inbound call integration Pre-requisites Avaya one-X® Agent soft phone should support screen pops feature which invokes external integration application passing Caller ID. Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 11. Click to dial integration Pre-requisites Avaya Product details - On click of a Call link, the CRMIT CTI Custom application invokes the URL/WS API provided by the Telephony Vendor by passing Telephone number & Agent Extension parameters. - The URL/WS API’s provided by the Vendor, connects the call to the customer through Agent Desktop. Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 12. Automatic Call Wrap-Up Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 13. CRM++ CTI platforms Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 14. Industries Real Estate Manufacturing • Well-implemented strategies for enhanced • Single information sharing platform for all customer awareness the stakeholders of sales cycle • Accelerated revenue success in the Real Estate industry Telecom Travel • Understand relationship between industry • Capture various sales and and business strategy communication activities of travel • Align business activities to ensure practical business resulting solutions Healthcare High Tech • Manage and track relationships among • Used by over 1/2 million product stakeholders in the sales cycles designers and engineers worldwide • Flexibility to modify and add new processes • Products are categorized under 3D Mechanical design solutions Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 15. Industries Banking & Financial Services Education • Corporate, Wholesale, Retail banking and • Single information sharing platform Mortgage financing for all the stakeholders of sales • Reduce risk and increase productivity cycle Insurance Life Sciences • Capture various sales and communication • Understand relationship between activities of travel business industry and business strategy • Align business activities to ensure practical resulting solutions Retail & Distribution Consumer Goods • Manage and track relationships among • Used by over 1/2 million product stakeholders in the sales cycles designers and engineers worldwide • Flexibility to modify and add new • Products are categorized under 3D processes Mechanical Design Solutions Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 16. Key Differentiators Building Technology Competency Co-innovators of CRMIT’s CRM++ applications Early adaptors of Oracle® CX and Oracle® Cloud Flat, field-oriented management structure Enabling nimble and quick response to clients. Flexible and adaptable. Proven track record of long term relationships CRMIT has implemented some of the most complex solutions on Oracle® technologies through onsite, near shore & offshore Project Management Proven project execution capabilities, quality/metrics focus and global delivery, leads to successful projects and very attractive ROI Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 17. Partial list of customers Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 18. What do our customers say Thanks for your super support and very hard work. These were executed …CRM IT has demonstrated the professionally and I skills and abilities to met or think we got the balance exceed all of our business right, judging by the feedback expectations……. and also from my James T Lane observations. Vice President - Sales Reporting Saty Joshi, United Health Group Interactive Marketing & CRM Marketing Excellence 3M Throughout the process & requirements gathering workshops and the subsequent week of determining solutions, completing activities etc, they have both been very approachable. Their knowledge of CRMoD and their willingness to offer proactive, practical alternative solutions wherever possible has made it a pleasure to work with them. David Atkinson, Functional Analyst, Suncorp Group Limited Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 19. Enabling Excellence Best Customer Relationship Management Program Award 2012 Winner Best SaaS-Based Program Award National Award for E-governance 2007-08 *Awards and Accolades won by our CRM customers Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 20. Global Spread v Deployment base spread over 20+ Sales & Support Offices countries Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 21. Reach us Americas EMEA Oceania 1525 McCarthy Blvd 9 Devonshire Square, Suite 19, 103 George Street Suite 1000 London EC2M 4YF Parramatta Milpitas, CA 95035 UK NSW 2150 +1 972 215 0547 + 44 203 586 1248 +61 2 9186 2550 Japan Malaysia Rest of Asia C/O. Kitatec K K C-1-15, SME Technopreneur Centre 2 # 14, CRMIT Towers, 2-21-7-703 Kiba, Koto- 2260 Jalan Usahawan 1, 63000 BTM Layout 1st Stage, Ku, Tokyo 135-0042, Cyberjaya, Selangor Darul Ehsan, 100 Ft Ring Road Japan Malaysia Bangalore 560068 India +81 3 5809 8444 +60 123 19 55 03 +91 (80) 4292 5555 Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
- 22. Thank you [email protected] Computer Telephony Integration www.crmit.com © Copyright 2013 CRMIT. All rights reserved.
Editor's Notes
- #2: 02/23/13 06:38
- #3: Project lead – 60% Secondary – 20% CRM++ - 20% CRM++ Applications for accelerated deployments and enhanced Customer Experience Largest Cloud based CRM – deployed 20K+ users – Standard Chartered Bank
- #4: Include Data Services Change Training to User Adoption Change Testing to Validation Roadmap to Oracle Cloud and Social Relationship Management Services
- #5: CRM++ Applications for rapid deployment and enhanced customer experience 3000+ users in sales, marketing, service and support organizations 02/23/13 06:38
- #6: CRM++ Applications for rapid deployment and enhanced customer experience 3000+ users in sales, marketing, service and support organizations 02/23/13 06:38
- #15: 02/23/13 06:38
- #16: 02/23/13 06:38
- #17: Early adaptors of Oracle® CX & Cloud
- #20: Asian Banker Summit for Best Customer Relationship Management Program Award Asian Banker Summit for Best SaaS-Based Program Award IRCTC Awarded the National Award for E-Governance , 2007-08 jointly by Department of IT, Govt. of India and Govt. of Haryana. Awarded the Genius of the Web Award 2007 for being the "Best E-Governance PSU Site" by CNBC . Won National award for E-Governance for being "Best Citizen Centric Application" for the year 2007-08. IRCTC Tourism Unit declared winner for the category Most Innovative Product in Travel and Tourism Fair of India (TTF & OTM 2007) Won CSI-Nihilent E-Governance award for "Best E-Governance Project" in 2007. 02/23/13 06:38
- #21: Include Malaysia 02/23/13 06:38
- #23: 02/23/13 06:38