CRM Computer Telephony Integration (CTI)

Managing your telephone calls will improve your customer service and increase your productivity

EasyConsole eCRM and eHelpDesk integrate with your Telephony System (PBX) using their own Computer Telephony Integration (CTI) interface allowing you to easily and fully manage your incoming and outgoing calls.

When EasyConsole eCRM CTI innovative add-on is in place and the telephone of a user rings either for a direct or transferred call, a discreet client popup 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 he/she can click on a link that can lead to the CRM providing an advanced customised caller view. Using the client tool, users can also search for accounts or contacts and quickly make telephone calls with a click of a button.

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

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