Computer Telephony Integration (CTI)

gPlex® CTI

Know Your Customers and Prospects. Improve Customer Satisfaction.

gPlex® CRM integration helps agents personalize calls using CTI screen popups and more. Identify callers by unique attributes like phone number, display relevant information such as the caller’s name on the agent’s screen before the call connects. gPlex® integrates with most custom CRMs.

Integrated CRM

Popup contacts from your CRM, or built-in address book.

Collaborative Screen Pops

Popup contacts from your others contacts.

Contextual Screen Popups

Easily opens CRM, LinkedIn, Twitter, Facebook or other contact pages.

Call Whisper

Hear who is calling you, and even decide to take the call or not.

Application of CTI

  • Screen popups can give agents access to contextual details about callers the moment the phone rings.
  • CTI can also authenticate a call, screening its number against a database. These prospect and numbers are often stored in external CRM tool e.g. Salesforce.
  • CTI tools may be used to route incoming calls to the right agent. Calls can be routed based on a variety of factors including time-of-day, agent’s skills, and even based on which marketing promotion or search keyword triggered a call in the first place.
  • It can provide interactive voice response (IVR) to inbound callers, enabling them to provide input information on self-service basis.
  • CTIs can log and record calls in third party CRM tools.
  • It can handle call forwarding and call transferring functions.
  • It can display waiting live calls in a queue.
  • CTIs can help outbound reps/sales development reps dial more prospects using features like autodialing, click-to-call, predictive dialing and more.
  • It can also be used to trigger various applications based on inbound calls. This can be used to assist agents and help them sell more or provide better customer service based on callers’ intent.
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