CRM and Database Integration

Our solutions include CRM and Database Integration through Computer Telephony Integration (CTI).

Using the flexibility of running your business calls over an IP infrastructure, which is the same network which your internet connection and computer will be using, we are able to integrate your telephone call's with your CRM or Database.

This integration brings a wide range of features to improve your workforces productivity, give greater access to information and the tools to improve your business processes.

CTI gives your business a range of features such as screen popping inbound caller details from your CRM or database. This allows your workforce to be able to answer calls professionally, enhancing the customer experience and speeding up the call handling times, due to instant access to information and not having to manually search for the callers details, or past conversation history.

This is ideal for contact centres, or departments that receive a number of inbound calls, or if you would like to offer your customers a premium service and enhanced level of customer service and support.

Our Click to Dial solutions bring great improvements in productivity if your business / Call Centre makes a number of outbound calls. This solution allows the user to simply click a telephone number in their CRM, Database, on a document or on an email to instantly call that number.

This means the speed and margin of error in manually dialling a number is almost eliminated. Click to Dial allows your workforce / agents to increase the number of outbound calls made and greatly improves productivity and reduces costs associated with miss dialling.

netCONNECT

Our inhouse developed netCONNECT solution is an invaluable tool to bring CTI into your workplace.

Computer Telephony Integration has never been an easy topic for even the most advanced software houses. There are many approaches and standards across different protocols from TAPI, TSAPI, CSTA, MiTAI and many more.

Each implementation is unique and the telephone manufacturers have never agreed to use a standard approach across their systems. The result is that CTI is traditionally difficult to implement and limited in scope, because of the wide variety of telephone systems across an average user base.

netCONNECT is designed to overcome this.  Where CTI cannot be delivered out of the box developers / software companies are provided with a toolkit to enable any application to become CTI enabled across most telephone systems, quickly and efficiently without a need to gain a thorough knowledge of CTI.

netCONNECT handles the difficulties associated with CTI and wraps them away from the developer by providing a unified, clean and simple model that is identical for every telephone system, and intuitive for developers to use.

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