intelli CTi for Microsoft Dynamics CRM V1.2 New Feature Highlights UK
Version 1.2 New Feature Highlights QGate’s latest release of their telephony integration solution — intelli-CTi™ for Microsoft Dynamics CRM has some exciting new features...
Version1.2 Feature Highlights The highlights of this release provides both new features and enhancements to existing features, including: Enhanced CRM relationship management of telephone call related processes and data New extended dialer support (click-to-dial from many more CRM entities) Enhanced incoming caller recognition and lookup New in-call “Dynamics CRM Call Assistant” feature Enhanced Call Wrap-up features New Internet Explorer integration
Enhanced CRM Call Relationship Management Support By the very nature of CRM, the importance of relationship management is at the heart of your customer interactions. During the lifecycle of a telephone call and our use of Microsoft Dynamics CRM, we can touch upon many aspects of CRM during telephone interaction with our customers. This new release of intelli-CTi includes extensive enhancements to the CRM data management process and the building of CRM entity relationships within Microsoft Dynamics CRM in relation to customer telephone interaction. Since entity relationships within CRM are so important, intelli-CTi now ensures that each CRM relationship to a telephone call is neatly and seamlessly captured as part of the telephone call history. For example: if a telephone call is made from a CRM activity, which happens to relate to a CRM Case (or Opportunity), these relationships are automatically created and maintained — thus providing a complete 360º view within CRM of the telephone call history and all its related CRM entities.
Enhanced CRM Dialer Support This new release provides major enhancement in the ability to dial from many more CRM entities beyond just CRM Accounts, Contacts and Leads. You are now able to click-to-dial from many areas of CRM such as: 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) CRM Queues (dial entities placed within CRM Queues) The Dialer now also provides a rolling history of CRM entities for a quick re-call or call-back.
Version 1.2 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 if required. The caller display also now provides hyperlinks for easy navigation to either the related CRM Account or Contact (or Lead). 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 is now customizable.
Dynamics CRM Call Assistant (in-call assistance) New to this release is the intelli-CTi 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 call agent can navigate to any of these entities (or create new ones) straight from the Call Assistant, throughout the lifecycle of the telephone call. † This area is now customizable.
Enhanced Telephone Call Wrap-up (Post Call) Processing The area of telephone 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 telephone call for complete post call processing. With each telephone call automatically relating to a CRM Activity, activity management along with any additional CRM relationships such as CRM Cases or Opportunities are now also featured in the telephone call wrap-up process. The following quick and easy access features are provided in the call wrap-up: Further note capture and information update Activity management and follow-up scheduling (follow-ups auto-populated with previous content) CRM Case management (ability to resolve and close cases) CRM Opportunity management † This area is now customizable.
QGate Software Limited Content subject to change intelli-CTi™ is a trademark of QGate Software 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
Version1.2 Feature Highlights The highlights of this release provides both new features and enhancements to existing features, including: Enhanced CRM relationship management of telephone call related processes and data New extended dialer support (click-to-dial from many more CRM entities) Enhanced incoming caller recognition and lookup New in-call “Dynamics CRM Call Assistant” feature Enhanced Call Wrap-up features New Internet Explorer integration
Enhanced CRM Call Relationship Management Support By the very nature of CRM, the importance of relationship management is at the heart of your customer interactions. During the lifecycle of a telephone call and our use of Microsoft Dynamics CRM, we can touch upon many aspects of CRM during telephone interaction with our customers. This new release of intelli-CTi includes extensive enhancements to the CRM data management process and the building of CRM entity relationships within Microsoft Dynamics CRM in relation to customer telephone interaction. Since entity relationships within CRM are so important, intelli-CTi now ensures that each CRM relationship to a telephone call is neatly and seamlessly captured as part of the telephone call history. For example: if a telephone call is made from a CRM activity, which happens to relate to a CRM Case (or Opportunity), these relationships are automatically created and maintained — thus providing a complete 360º view within CRM of the telephone call history and all its related CRM entities.
Enhanced CRM Dialer Support This new release provides major enhancement in the ability to dial from many more CRM entities beyond just CRM Accounts, Contacts and Leads. You are now able to click-to-dial from many areas of CRM such as: 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) CRM Queues (dial entities placed within CRM Queues) The Dialer now also provides a rolling history of CRM entities for a quick re-call or call-back.
Version 1.2 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 if required. The caller display also now provides hyperlinks for easy navigation to either the related CRM Account or Contact (or Lead). 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 is now customizable.
Dynamics CRM Call Assistant (in-call assistance) New to this release is the intelli-CTi 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 call agent can navigate to any of these entities (or create new ones) straight from the Call Assistant, throughout the lifecycle of the telephone call. † This area is now customizable.
Enhanced Telephone Call Wrap-up (Post Call) Processing The area of telephone 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 telephone call for complete post call processing. With each telephone call automatically relating to a CRM Activity, activity management along with any additional CRM relationships such as CRM Cases or Opportunities are now also featured in the telephone call wrap-up process. The following quick and easy access features are provided in the call wrap-up: Further note capture and information update Activity management and follow-up scheduling (follow-ups auto-populated with previous content) CRM Case management (ability to resolve and close cases) CRM Opportunity management † This area is now customizable.
QGate Software Limited Content subject to change intelli-CTi™ is a trademark of QGate Software 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
