intelli CTi for Dynamics CRM 2012 Sneak Peeks V2.1
New 2012 Release - Sneak Peeks (Due Q1 2012)
QGate is excited to preview the forthcoming release of their telephony integration of intelli-CTi™ for Microsoft Dynamics CRM...
New Feature Highlights The highlights of this release provides both new features and enhancements to existing features, including: New extended dialer support (click-to-dial from many more CRM entities) Extended and enhanced CRM relationship management of call related processes and data New Improved Internet Explorer integration Enhanced incoming caller recognition and lookup New in-call “CRM Call Assistant” feature Enhanced Call Wrap-up features
Enhanced CRM Dialer Support The first major enhancement coming in the new release is the ability to dial from more CRM entities, not just CRM Accounts, Contacts and Leads. This new release will now provide the ability to click-to-dial from areas like: - CRM Activities (dial any related party to a CRM Activity) - CRM Opportunities (dial any related party to a CRM Opportunity) - CRM Cases (dial any related party to a CRM Case) The Dialer now also provides a rolling history of CRM entities for a quick re-call or call-back.
Enhanced CRM Call Relationship Management Support This release includes extensive enhancement in the management of how each telephone call may relate to various CRM entities. Since CRM entity relationships are so important to the CRM data collection process (and subsequent reporting), intelli-CTi now ensures these relationships are also neatly tied into and captured as part of the telephone call user activity. So should a telephone call be made from an activity, relating to a Case (or Opportunity), these relationships are maintained in all transactions related to the call. In addition, these relationships are also recorded within the telephony call history created within CRM by intelli-CTi. Thus from a reporting and analysis perspective, all calls can be analyzed by Agent (CRM User), Account, Contact, Activity, Case and/or Opportunity.
New Improved Internet Explorer Integration This release provides enhanced IE integration with CRM (and Outlook Client), by removing the browser plugins and extensions (Browser Helper Objects).
New Feature Highlights Enhanced Inbound Caller Recognition/Lookup The inbound caller recognition process has been enhanced to show more information about the potential caller. This information display can be expanded to show greater detail. The caller display also now provides hyperlinks for easy navigation to either Account or Contact. The inbound call recognition now also provides the ability to manually search the CRM system for alternate callers, and/or the ability to add a new CRM Account, Contact or Lead. † This area will be customizable.
New Dynamics CRM Call Assistant (in-call assistance) New to this release is the Dynamics CRM Call Assistant. This new and exciting feature provides the agent with a context related information screen within the CTi Breeze bar. The CRM Call Assistant provides easy access to important CRM information about the caller, such as open Activities, Cases and/or Opportunities. In addition, the agent can navigate to any of these (or create new ones) straight from the Call Assistant, throughout the life of the telephone call. † This area will be customizable.
Enhanced Call Wrap-up Dialog/Post Call Processing The area of call wrap-up and post call processing has also been greatly enhanced in this release. Now neatly bringing together all of the related CRM elements of the call for post call processing. With each call automatically relating to a CRM Activity, activity management along with any additional CRM relationships such as Cases or Opportunities are also captured and featured in the call wrap-up process. Quick and easy access features are also provided in the wrap-up such as: - Scheduling activity follow-ups (auto-populated with previous content) - Case Management (ability to resolve and close cases) - Opportunity Management † This area will be customizable.
QGate Software Limited Content subject to change intelli-CTi™ is a trademark of QGate Limited All Rights Reserved © 2012 Copyright QGate Software Limited
D2 Fareham Heights, Fareham Hampshire, PO16 8XT, UK Tel: +44 (0) 1329 222800 Email: [email protected] www.QGate.co.uk
QGate is excited to preview the forthcoming release of their telephony integration of intelli-CTi™ for Microsoft Dynamics CRM...
New Feature Highlights The highlights of this release provides both new features and enhancements to existing features, including: New extended dialer support (click-to-dial from many more CRM entities) Extended and enhanced CRM relationship management of call related processes and data New Improved Internet Explorer integration Enhanced incoming caller recognition and lookup New in-call “CRM Call Assistant” feature Enhanced Call Wrap-up features
Enhanced CRM Dialer Support The first major enhancement coming in the new release is the ability to dial from more CRM entities, not just CRM Accounts, Contacts and Leads. This new release will now provide the ability to click-to-dial from areas like: - CRM Activities (dial any related party to a CRM Activity) - CRM Opportunities (dial any related party to a CRM Opportunity) - CRM Cases (dial any related party to a CRM Case) The Dialer now also provides a rolling history of CRM entities for a quick re-call or call-back.
Enhanced CRM Call Relationship Management Support This release includes extensive enhancement in the management of how each telephone call may relate to various CRM entities. Since CRM entity relationships are so important to the CRM data collection process (and subsequent reporting), intelli-CTi now ensures these relationships are also neatly tied into and captured as part of the telephone call user activity. So should a telephone call be made from an activity, relating to a Case (or Opportunity), these relationships are maintained in all transactions related to the call. In addition, these relationships are also recorded within the telephony call history created within CRM by intelli-CTi. Thus from a reporting and analysis perspective, all calls can be analyzed by Agent (CRM User), Account, Contact, Activity, Case and/or Opportunity.
New Improved Internet Explorer Integration This release provides enhanced IE integration with CRM (and Outlook Client), by removing the browser plugins and extensions (Browser Helper Objects).
New Feature Highlights Enhanced Inbound Caller Recognition/Lookup The inbound caller recognition process has been enhanced to show more information about the potential caller. This information display can be expanded to show greater detail. The caller display also now provides hyperlinks for easy navigation to either Account or Contact. The inbound call recognition now also provides the ability to manually search the CRM system for alternate callers, and/or the ability to add a new CRM Account, Contact or Lead. † This area will be customizable.
New Dynamics CRM Call Assistant (in-call assistance) New to this release is the Dynamics CRM Call Assistant. This new and exciting feature provides the agent with a context related information screen within the CTi Breeze bar. The CRM Call Assistant provides easy access to important CRM information about the caller, such as open Activities, Cases and/or Opportunities. In addition, the agent can navigate to any of these (or create new ones) straight from the Call Assistant, throughout the life of the telephone call. † This area will be customizable.
Enhanced Call Wrap-up Dialog/Post Call Processing The area of call wrap-up and post call processing has also been greatly enhanced in this release. Now neatly bringing together all of the related CRM elements of the call for post call processing. With each call automatically relating to a CRM Activity, activity management along with any additional CRM relationships such as Cases or Opportunities are also captured and featured in the call wrap-up process. Quick and easy access features are also provided in the wrap-up such as: - Scheduling activity follow-ups (auto-populated with previous content) - Case Management (ability to resolve and close cases) - Opportunity Management † This area will be customizable.
QGate Software Limited Content subject to change intelli-CTi™ is a trademark of QGate Limited All Rights Reserved © 2012 Copyright QGate Software Limited
D2 Fareham Heights, Fareham Hampshire, PO16 8XT, UK Tel: +44 (0) 1329 222800 Email: [email protected] www.QGate.co.uk
