Connect phone calls with customer records, quotes, orders, and operational processes in real time.
Computer-phone integration can open a customer record on an incoming call, allow an agent to make calls from the screen, and link call events to the relevant business record.
CRM provides the customer and sales context; ERP provides the product, price, inventory, order, invoice, and logistics reality. The consistent operation of these systems is critical for telesales.
CTI capabilities
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Finding customers through incoming phone numbers.
Turn on the screen
Call transfer and conferencing
Queue and representative status
Call ID and event logs
Interview recording link
CRM integration
Customer and relevant person
Search history
Opportunities, campaigns, and tasks.
Proposal and follow-up
Complaints and feedback
ERP integration
Product and catalog
Price and promotion
Stock and delivery
Order and collection
Invoice and shipping
Returns and after-sales service
Transaction reliability
A connection interruption or timeout during order creation in a call should not result in the same order being created twice. Transaction ID, status query, and controlled retrieval should be designed.
Don't just connect the phone to the customer's screen; ensure all business transactions arising from the call are consistent with corporate systems.