CTI - Computer Telephony Integration

Increase staff productivity enhancing your customer relationships

DWCRM and DW HelpDesk integrate with your Telephony System (PBX) using our own Computer Telephony Integration (CTI) interface allowing you to easily and fully manage your incoming and outgoing calls.

When DWCRM CTI innovative add-on is activated and the telephone of a user rings either for a direct or transferred call, a discreet client pop-up automatically opens displaying the account and/or contact name of the caller. The user can then click on the name to view the caller's basic information or click on a link that can lead to the CRM providing an advanced customised caller view. Utilizing the client tool, users can also search for accounts or contacts and quickly make telephone calls at the click of a button.

In addition, quick notes can be taken on both incoming and outgoing calls which are automatically inserted into the historical record of a client. Other CRM users can be automatically informed on calls by email or SMS.

Helping your customers reach the right contact destination the first time

Call information such as caller, recipient, date, time and duration of a call are constantly logged allowing for the production of extremely valuable reports that can help you improve your customer service and drastically increase the productivity of your organisation.