Greytrix CRM CTI Framework

CRM CTI FRAMEWORK | GREYTRIX

Sage CRM Computer Telephony Integration technology establishes a link between the caller and already existing information in the CRM to provide efficient and improved service. The add-on assists in reducing the average call handle time of users while maintaining customer satisfaction ratings.

Highlights

AUTOMATED WORKFLOWS

The addon provides features such as customizable event handlers with palette of actions per call-in & automatic lead creation. It includes custom interfaces for each CTI event.

DUAL LOGIN

The dual login for CRM and CTI requires Usernames and Passwords to be properly synchronized between each of these systems which ultimately works as a login for both the systems.

AUTOMATED LEAD CREATION

This feature leverages the user to create a lead record for the unknown caller if a call is received from a number that is unrecognized by the system.

SDK INTEGRATION

With the CTI Provider SDK, it should be possible to integrate all events and functions for CTI and Email using the SDK on the client side of each workstation.

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Benefits

ENHANCED RESPONSE TIME

The advanced call features such as call transfer or click-to-dial increases agent productivity as queued calls are minimized which leads to enhanced customer experience.

IN-LINE CALLS AUTOMATION

The workflow configuration enables CRM to automatically route calls to the relevant agent based on customer data through the integrated phone system.

AUTOMATED CALL LOGGING

The automatic call logging in CRM is an effective way to track information consistently and reduce data redundancy.

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Advanced MES for Acumatica and Sage X3

MES Overview

Acumatica Connection

Sage X3 Connection

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