CRM Integration

Giving an agent information on the specific customer that they’re speaking to, when they’re speaking to them can dramatically improve customer satisfaction. Many organizations are taking advantage of CTI software to improve the productivity of their contact center agents, enhance the customer experience, increase customer loyalty, and to generate additional revenue.

Enghouse Interactive CTI for CRM provides integration to a number of leading CRMs, such as Salesforce, SAP, MS Dynamics. Our CRM Connectors provide agents with productivity enhancing features like application screen pops directly at call arrival.

“What’s your name and account number?”

We hear it again and again – one of the biggest points of frustration for customers is having to repeat information and be passed around several people to resolve issue. Customers expect that no matter when and how they choose to interact, the business will always know who they are, their interaction history and direct them to the most appropriate agent available for them to speak to.

CRM integration can help with pop ups displaying customer information in real-time, delivering them quickly to the person within the organization best disposed to answer them, and queries to be resolved even faster.

Benefits

  • Reduce call time by 10-20 seconds per call
  • Provides instant customer information at agents fingertips with screen-pops
  • Increases first call resolution
  • Enables agents to provide a better and more immediate response to customers
  • Offers a more personalized experience to the caller
  • Dials out automatically and faster with a single mouse click
  • Handles higher call volumes
Enghouse Interactive Girl with a Headset

Give agents, customer information at their fingertips, and connect customers with the most relevant person to resolve their issues, reducing customer frustration.

Enghouse Interactive CTI for CRM

Enghouse Interactive has developed CTI applications for specific CRM solutions including; Salesforce, SAP, Oracle, and Microsoft Dynamics to name but a few. Our CRM Connectors allow organizations to leverage the data initiatives and help resolve customer issues more quickly.

The Salesforce CRM Connector connects directly with Salesforce, providing the agents with a 360 degree view of the customer and linking call and caller data into the Salesforce application. Armed with this information, agents can personalize their interaction with the customer, respond more precisely to customer inquiries and can resolve customer issues on a single call.

With responsive and knowledgeable service representatives, your organization will stand out from the crowd and build long-lasting relationships with customers. Ultimately, a satisfied customer leads to customer retention, which enables your company to grow existing business.

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Gain unprecedented visibility and control over customer communications, all within your existing SAP screens and desktop controls.

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Enhance the way your organization manages and fosters its customer relationships. Microsoft Dynamics CRM integrations allows agents using the Microsoft® Dynamics CRM application to process calls, emails and faxes more efficiently and deliver a higher level of customer service

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Leverage telephone network information, such as ANI and DNIS, and data entered at the IVR to route the call to the proper geographical location or to the best qualified agent, eliminating unnecessary transfers and resulting in increased first call resolution rates.

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Instantly retrieve customer data from your CRM system or enterprise database and display it on the agent’s screen when they receive the call. Use this a standalone with your existing system or part of our contact center suite.

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Organizations making a high volume of outbound phone calls can realize significant savings by slashing time lost to misdialed numbers.

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