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Exposing CRM & DB contents to end users telephony needs ADD-IN: Office \ Outlook \ Active directory \ GAL \ MS-CRM \ Dynamic Sap B1 \ Sap CRM Lotus Notes.

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Presentation on theme: "Exposing CRM & DB contents to end users telephony needs ADD-IN: Office \ Outlook \ Active directory \ GAL \ MS-CRM \ Dynamic Sap B1 \ Sap CRM Lotus Notes."— Presentation transcript:

1 Exposing CRM & DB contents to end users telephony needs ADD-IN: Office \ Outlook \ Active directory \ GAL \ MS-CRM \ Dynamic Sap B1 \ Sap CRM Lotus Notes contact and public Component for Magic applications

2 In the world of cost reduction and savings ITCTECH is challenging the accumulative time employees waste on managing phone calls activities. The phone calls activities include Locating and Calling people, Waiting for answers, Looking up for numbers, Checking the missed calls, Answering unimportant calls, Transferring calls attempting to identify callers, etc. According to reports from our customers, an average of 400 hours per year are wasted on such activities per 30 employees The challenge

3 When the CRM Data Bases talk to a telephony systems a unified communication protocol between all types of IP-PBXs and all type of CRM data bases, enables new style of personal call centers

4 Exposing CRM & DB contents to end users telephony needs What for? Administration \ Marketing \ Collection Customer relation and management \ Service For any type of business PCC Personal Call Center

5  Exposing the CRM and DB contents to employees’ phone calls activities for creating a personal Call Center  Technically speaking:  Connecting between all type of IP/ DIG-PBXs systems/ Web telephony services and all type of Enterprises CRM Data Bases through ITCTECH protocol  Simplified the operation from any desktop applications such as MS-Office and others.  The solution saves the wasted average of 400 hours per year per 30 employees. The solution

6 1.Dialing from every screen and document, including from embedded numbers in signatures by clicking the published number. 2.Redialing calls and dialing list management based on pre-defined schedules and priorities. 3.Incoming calls are identified from the organization’s Data Base and immediately displayed on the computer screen and on the employees Cell phones. 4.Identification of incoming calls includes: client’s name, telephone number, business numbers, summary of last conversations and additional data from the organization’s data base. 5.Automatic statement of missed calls are sent to s and on cell phones, with all the necessary calling client information. The Services: Automating user’s telephony needs

7 Integrated systems

8 Using the system from Outlook

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10 1.Dialing from contacts and from Public address book 2.Dialing from every screen and document, including from embedded numbers in e- mail signatures by clicking the published number. 3.Redialing calls and dialing list management based on pre-defined schedules and priorities. The Services: Automating user’s telephony needs Out-going calls

11  Displaying name of required contact, and more:

12 Schedule your redialing list based on priorities time and date

13 1. Incoming calls are identified from the organization’s address book \ contacts and immediately displayed on the computer screen according to access permission. 2. Identification of incoming calls includes: client’s name, telephone number, business numbers, summary of last conversations and additional data from the organization’s data base. 3. Automatic statement of missed calls are sent to s and on cell phones, with all the necessary calling client information The Services: Automating user’s telephony needs In-coming calls

14 Tray Balloon Toolbar Window

15 Abandoned Call service report Sending to your and cellular

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17 1.Personal and organizational reports about outgoing/incoming/missed calls, statistics and graphs 2.Hot Links for listening to voice recordings from the reports 3.Real time Call-Center reports 4.Call routing based on pre-defined data in the CRM/ERP 5.Harassing calls filtering out 6.Automatic Call-Back system from published web banners and web contact links directly to the publisher’s PBX Special Services: organization’s and user’s telephony needs

18 LG Nortel Epygi Skype Avaya Telrad Panasonic Cisco Coral PBXs WEB Cellular Network ITC PCC Personal Call Center clients Desktop applications ITC Server Enterprise CRM Receiving Programs ITC Blocking calls PSTN The architecture

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21 Quality of service

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27 CUSTOMERs ROI  Customer comments:  Greenwald Ltd. –Compressors producer. Purchased the system for 30 workstations. It saves two employees, which translates to a profit of 155,000 NIS per year. The purchase paid itself in one month and one week.  Totocard Ltd. Purchased the system for 100 workstations. It saves 11 hours for every working day, which translates to a profit of 150,000 NIS per year. The purchase cost covered itself in 3 months.  Avitan and Zagagi – tax consultants. Purchased the system for 30 workstations. It saves two days per month, which translates to a profit of 190,000 NIS per year. The purchase paid itself in one and a half months.  The Average saving time to cover the purchase cost is: Two months per 30 employees.

28 A Typical customer Organizations with the following characteristics: 1. A typical customer uses the phone to develop his business 2. Any organization with Digital/IP PBX

29 ITC TECH OEM Software providers CRM manufacturers Telephony service providers Switchboard distributors Organizations OEM agreement per order or per year, based on quantity. Int’l Distributors per country The organization selects its preferred distributor

30 Partial List of customers U Bank Hapoalim Bank Police Emergency Call-Center Toto-card Agro-Top Eurucom Tadiran telecum Israel ministry of foreign affairs Elbit imaging One Lapidot Israel Corp. ICL Group Partner Taro Pharmaceutical industries Crazy line fashion Brosh-Nir Engineering Shapam Media YEI- Yahalomei Espeka - Diamonds Alon Holdings Avitan & Zagagi accountants Rosh Hutsot productions


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