Oracle CRM On Demand - Computer Telephony Integration for Avaya

Computer Telephony Integration

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.

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 `

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


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


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

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

Typical CTI–CRMOD Integration


Inbound call integration


Inbound call integration

Pre-requisites

Avaya one-X® Agent soft phone
should support screen pops
feature which invokes external
integration application passing
Caller ID.


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.


Automatic Call Wrap-Up


CRM++ CTI platforms


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


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


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


Partial list of customers


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

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

Global Spread

v

Deployment base spread over 20+
Sales & Support Offices
countries

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


Thank you
sales@crmit.com


Oracle CRM On Demand - Computer Telephony Integration for Avaya

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