Click to Expand

Inbound agents log in to the appropriate call routing sequence. When a call comes it, the system detects the caller ID and finds a match in the CRM database. In real time the system then connects the agent to the call, and pops a window with the matched record. If no match is found, the CTI system pops a blank record window so the agent can capture relevant information about the incoming call.

Benefits:

1. Increased Caller Intelligence – Representatives now answer a call and know much more about a caller. What Search Engine they came from, what keyword they typed in, their company name, phone number, even reverse directory information is available if you have opted for this feature.
   
   
2. Real Time Agent Visibility – Agents can immediately capture call data and mark the record for future response, while having instant visibility into prior conversations, dates and times of prior calls, and other customer information. This gives your agents and company a huge advantage in providing quality service and sales support.
   
   
3. Agent Productivity – Because information is presented intelligently and according to established call routes, agents can easily handle incoming traffic from multiple initiatives while responding appropriately to each call.
   
   
4. Integration with Hosted Lead Management CRM System – All captured information is in a centralized database, available for immediate access for personnel who need to report or follow-up on key records.
   
   
5. Ease of Agent Setup – Requires no additional hardware or software other than an Internet-enabled PC with a Web browser, and a direct, 10-digit telephone number.
   
   
6. Increased Productivity with Call Blending – The ACD links to outbound dialing initiatives, letting inbound agents remain productive during off-peak or “down times” during shifts. The ACD monitors as agents receive and disconnect from outbound calls, tracking agent availability automatically.