oracle crm on demand - computer telephony integration for avaya

Computer Telephony Integration


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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)



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Our Cloud Offerings

Cloud based CRM/CX Solutions

Portfolio

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Right NOWRight NOW

Email WorkbenchEmail Workbench

Social CRMSocial CRM

ATGATG

Mobile CRMMobile CRM

CRM On DemandCRM On Demand

Sales & Marketing Services Applications

SSPSSP

SolutionsSolutions OfferingsServicesServices TrainingTraining TestingTesting

Oracle® Cloud Private Cloud @Customer

CTICTI

Fusion CRMFusion CRM



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CRM ++ Applications

Oracle® CRM On Demand

Framework

Email Workbench

Social CRMComputerTelephonyIntegration

SelfServicePortal

MobileCRM

Enabling rapid deployment and enhanced customer experience

3000+ users in sales, marketing, service & support organizations




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CRM++ CTI

Oracle® CRM On Demand

Framework

ComputerTelephonyIntegration

3000+ users in sales, marketing, service & support organizations


Inbound call

Click to Dial

CRM OnDemandCTI Features

Agents

Customers



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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



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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• Improved reporting & collaborative management.



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Typical CTI–CRMOD Integration



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Inbound call integration



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

Inbound call integration

Pre-requisites



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Avaya Product details

Click to dial integration

Pre-requisites

- 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.



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Automatic Call Wrap-Up



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CRM++ CTI platforms



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Industries

Real Estate• Well-implemented strategies for enhanced

customer awareness • Accelerated revenue success in the Real

Estate industry

Manufacturing• Single information sharing platform for all

the stakeholders of sales cycle

Telecom• Understand relationship between industry

and business strategy• Align business activities to ensure practical

resulting solutions

Travel• Capture various sales and

communication activities of travel business

Healthcare• Manage and track relationships among

stakeholders in the sales cycles• Flexibility to modify and add new processes

High Tech• Used by over 1/2 million product

designers and engineers worldwide• Products are categorized under 3D

Mechanical design solutions



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Industries

Banking & Financial Services• Corporate, Wholesale, Retail banking and

Mortgage financing• Reduce risk and increase productivity

Education• Single information sharing platform

for all the stakeholders of sales cycle

Insurance• Capture various sales and communication

activities of travel business

Life Sciences• Understand relationship between

industry and business strategy• Align business activities to ensure

practical resulting solutions

Retail & Distribution• Manage and track relationships among

stakeholders in the sales cycles• Flexibility to modify and add new

processes

Consumer Goods• Used by over 1/2 million product

designers and engineers worldwide• Products are categorized under 3D

Mechanical Design Solutions



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Key Differentiators

Building Technology CompetencyCo-innovators of CRMIT’s CRM++ applicationsEarly adaptors of Oracle® CX and Oracle® Cloud

Flat, field-oriented management structureEnabling nimble and quick response to clients.Flexible and adaptable.

Proven track record of long term relationshipsCRMIT has implemented some of the most complex solutions on Oracle® technologies through onsite, near shore & offshore

Project ManagementProven project execution capabilities, quality/metrics focus and global delivery, leads to successful projects and very attractive ROI



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Partial list of customers



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What do our customers sayThanks for your super support and very hardwork. These were executed professionally and Ithink we got the balance right, judging by the feedback and also from myobservations.

Saty Joshi, Interactive Marketing & CRM Marketing Excellence3M

…CRM IT has demonstrated the skills and abilities to met or exceed all of our business expectations…….

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

James T LaneVice President - Sales Reporting

United Health Group



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Enabling Excellence

2012 Winner

*Awards and Accolades won by our CRM customers

Best Customer Relationship Management Program Award

Best SaaS-Based Program Award

National Award

for E-governance

2007-08



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Global Spread

Deployment base spread over 20+ countries

v

Sales & Support Offices



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Reach us

Americas1525 McCarthy BlvdSuite 1000Milpitas, CA 95035

EMEA9 Devonshire Square, London EC2M 4YFUK

OceaniaSuite 19, 103 George StreetParramattaNSW 2150

JapanC/O. Kitatec K K2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan

MalaysiaC-1-15, SME Technopreneur Centre 22260 Jalan Usahawan 1, 63000 Cyberjaya, Selangor Darul Ehsan,Malaysia

+60 123 19 55 03 +81 3 5809 8444

+1 972 215 0547 + 44 203 586 1248 +61 2 9186 2550

Rest of Asia# 14, CRMIT Towers,BTM Layout 1st Stage, 100 Ft Ring RoadBangalore 560068 India

+91 (80) 4292 5555



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Thank [email protected]

oracle crm on demand - computer telephony integration for avaya

Technology

customer cloud

telephony activity

integration featuresinbound

crm cti inbound

certified crm consultants

crm training engagements

unified screenbased

successful crm cx deployments