CRM Integration For Call Centers | Ameyo CTI Integration

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Home | Ameyo Voice | Features | CTI Integration

What is a CTI?

Computer telephony integration, or CTI, is any technology which allows computers to interact with your telephone systems. At the same time, the users can perform all the call related activities such as putting the call on hold, call transfer, conference, etc directly from the desktop itself. Since various communication devices can interact with one another using CTI integration, it permits centralized control via a unified interface.  

Why Do You Need CTI Integration?

Maximize-Agent-Productivity

Improved Agent Productivity

Eliminate the need to manually perform telephony functions like putting calls on hold, call transfer, call conferencing, etc.

Enhanced Call Routing

Integrate your telephony, ACD, IVR and skills-based routing with your database and business tools for effective call routing

Centralised-Monitoring-&-Reporting

Call and Data Monitoring

Monitor, record and analyze the call data, allowing the supervisors and managers to make real-time insightful decisions

Centralised-Monitoring-&-Reporting

Toolbar Integration with Multiple tabs

Allow agents to make the interactions more effective with features like CTI pop-up even while switching between multiple tabs.

We Don't Just Stop at One - Types of CTI and CRM Integration Connectors

Freshdesk Mint

Freshdesk Mint’s integrations with Ameyo Call Center Solution have comprehensive and personalized customer interactions to deliver high levels of customer service. Improve agent productivity with features such as One-click dial, ticket management. Automated pop-ups to prevent the agent from losing out on an ongoing task.

freshdesk-light-bg
salesforce

Salesforce

Get a holistic view of customer information by connecting Ameyo with Salesforce CRM integration. Earn a competitive edge by empowering your agents to instantly build rapport with the customers. Integrating Ameyo with Salesforce ensures your sales and support teams are in-sync round the clock to deliver a great customer experience.

Zendesk

Build a strong base of loyal customers by enabling CRM integration between Ameyo and Zendesk. Instantly respond to customer requests by using a unified screen with all the customer information. Provide 24/7 customer support along with personalized responses to improve customer satisfaction. 

Zendesk
zoho

Zoho CRM Integration

Integrate Ameyo with Zoho CRM Integration to have personalized, contextual customer interactions and delivering a seamless customer experience.Workflow automation and intelligent call routing to serve the customers better. Review and analyze recorded call logs for agent training and productivity. 

Sugar CRM

Integrate Ameyo with Sugar CRM to improve agent productivity and operational efficiency by streamlining the outbound calls, workflow automation. Improve customer satisfaction and experience by empowering agents to offer personalized greetings by accessing each customer’s information on a unified desktop.

sugarcrm
Microsoft Dynamics

Microsoft Dynamics

Ameyo and Microsoft Dynamics CRM Integration seamlessly work to achieve top-level efficiency. Enable agents to deliver personalized services with the help of customer profile information displayed in an intuitive user interface. Improve your contact center productivity to reach new heights of business growth.

Lead Squared

Improve your agent productivity and customer satisfaction by integrating Ameyo and Lead Squared. Manage lead activities and capture all lead details at one place. One-click call option and automated workflows to improve agent efficiency.

leadsquared

Zohodesk

Integrate Ameyo with Zohodesk to make your contact center’s operations seamless. With enriched functionalities like call context association preserve context across customer’s journey. Monitor the call duration time in real-time to analyze agent’s productivity. Agents can easily attach the new call with existing ticket with a single click using voice telephony toolbar. 

Freshsales

Make your agent’s life easy with Ameyo-Freshsales integration. Agents can deliver personalized services to their customers with click based object association ensuring that the context is preserved throughout customer’s journey. Allow your agents to directly login within Freshsales interface without any break. 

freshsales-logo
kapture

Kapture

Ameyo-Kapture Integration helps to automate the sales process to deliver a great customer experience. This integration offers a complete package for businesses to do end-to-end sales and enable their agents to increase productivity while dealing with customers. Make your customers feel valued by delivering personalized experience. 

Frequently Asked Questions

Following are some of the integration approaches:
  • URL based integration
  • Web Toolbar integration
  • Chrome Toolbar Extension Integration

Computer Telephony Integration (CTI) offers various benefits such as:

– Single sign-on: Eliminating the need to remember numerous passwords. Log into Ameyo and any third party system with one name and password authentication

– Click-to-dial: Simply click on the number to place a call rather than having to manually dial a number

– Contextual Conversation: Pop-up with customer profile information displayed at a single intuitive interface providing agents with a comprehensive understanding of the customer

Increased FCR: Having in-context conversation along with skills-based routing is one of the best ways to improve First Contact Resolution 

Ameyo can integrate with most of the third party systems such as:

CRM: SalesforceZoho, LeadSquared

Ticketing Solutions: Zendesk, Freshdesk, Zohodesk

– Core Banking Solutions, Billing/ BI Tools, Third Party Payment IVR. 

However, feasibility check is required before any new integration approach.

Yes, Ameyo is fully capable of integrating with the current infrastructure of an organization. Eg, PBX, CRM, Ticketing, customer’s existing database or any kind of hard phones or soft phones. There are various methods of integration through which this can be made possible. Example: URL based integration or web toolbar integration to name a few

Yes, we can easily integrate Ameyo with an Interactive Voice Response (IVR).

For example, a customer calls a call center and punches in her/his order number. Based on this unique identification number, a CTI pop-up with all the customer details will be populated on the agent’s screen and help them in having contextual, informed conversation.

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