Intelli-CTi for Microsoft Dynamics CRM product tour v2.0
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The document provides an overview of the Intelli-CTI system by QGate Software Limited, which enhances call handling through Microsoft Dynamics CRM. It details features like inbound and outbound call management, automatic logging of calls, call tracking, and post-call wrap-up capabilities, along with integration with the Microsoft Unified Service Desk. The aim is to streamline CRM-related communication and enhance overall call management efficiency.
Intelli-CTi for Microsoft Dynamics CRM product tour v2.0
- 1. Product Tour Copyright QGate Software Limited. intelli-CTi™ is a trademark of QGate Software Limited – all rights reserved.
- 2. Receiving an Inbound Telephone Call intelli-CTiInbound CallerRecognition Receiving an inbound telephone call together with details of the caller from Dynamics CRM On-screen call handling capability Selection of the caller automatically presenting their details within Dynamics CRM
- 3. Preview Dialing from CRM (List Dialing) intelli-CTiPreview (Outbound) Dialing (e.g. Dialing a CRMContact) Select the CRM entity you wish to dial from the list within Dynamics CRM presents them in the dialer Easily click-to-dial the selected CRM entity and their available telephone numbers This light touch approach ensures ease of dialing from anywhere within Dynamics CRM
- 4. Preview Dialing from CRM (Entity Detail Dialing) intelli-CTiPreview (Outbound) Dialing (e.g. Dialing a CRMContact) When operating from a CRM entity detail form, intelli-CTi will present that entity within in the dialer Easily click-to-dial the selected CRM entity and their available telephone numbers This light touch approach ensures ease of dialing from anywhere within Dynamics CRM
- 5. Preview Dialing Related CRM Entities (e.g. Dial Contacts from a CRM Case) intelli-CTiPreview(Outbound)Dialing(e.g.DialingaCRMContact) Operating from related CRM entities such as Cases, intelli-CTi will ascertain the related Contact to dial Dialing a Contact from a related entity such as a Case will automatically associate the Case to the call All calls related to CRM Cases or Opportunities are automatically logged against them
- 6. In-call Contact Management intelli-CTi In-CallContact Management (Dynamics CRMCallAssistant) Complete in-call management and call handling with association to CRM through the CRM Call Assistant In-call notepad capability (notes captured during a telephone call automatically logged in call history) Unique desktop sidebar enables total freedom to access Dynamics CRM throughout the entire call
- 7. Microsoft Dynamics CRM Call Assistant intelli-CTi –Microsoft Dynamics CRMCallAssistant Unique CRM call assistance capability to assist Dynamics CRM throughout the life of a telephone call Manage and administer all call related CRM entities from a single consistent control point Bring together all call related elements of CRM into one concise management summary
- 8. Post Telephone Call Wrap-up intelli-CTi Post-Call Wrap-up Capability On the completion of each telephone call intelli-CTi provides a post-call wrap-up capability Summarizing the telephone call and capturing the in-call notes this feature enables further call options Provides the ability to further manage CRM activities, related Cases and/or Opportunities
- 9. Post Call Wrap-up (Case Management) intelli-CTiPost-Call Wrap-up Capability (Case Management) The intelli-CTi call wrap-up capability provides the ability to directly manage CRM Cases Resolve the CRM Case directly from within the call wrap-up
- 10. Microsoft Dynamics CRM Call Activity Management intelli-CTi Telephone CallActivity Management in Microsoft Dynamics CRM Automatically capture every telephone call as a single CRM Activity/History item within Dynamics CRM Automatically relate the CRM activity to all CRM entities related to the telephone call Automatically decorate the CRM activity with call information such as notes, regarding and call direction
- 11. Microsoft Dynamics CRM Call Activity Management intelli-CTi Telephone CallActivity Management in Microsoft Dynamics CRM intelli-CTi CRM Call Activity/History provides a complete chronological story of CRM interaction intelli-CTi’s automatic capture of CRM Call Activity/History ensures CRM contact management best practises and harnesses the inherent activity management process flow of Microsoft Dynamics CRM
- 12. Microsoft Dynamics CRM Call Activity “Follow-up” intelli-CTi Telephone CallActivity Management in Microsoft Dynamics CRM intelli-CTi CRM Call Activity/History management provides ease of call follow-ups Easily schedule follow-up telephone call activities where all information is automatically carried forward Telephone calls made from CRM Activity automatically become associated to the related entities
- 13. intelli-CTi Call History Tracking (with Microsoft Dynamics CRM) intelli-CTi CallHistory Tracking intelli-CTi Call History is an concise automated log of all telephone calls held within Dynamics CRM Detailed statistical information about every telephone call both inbound and outbound Containing relationships to all related CRM entities for complete auditing, reporting and analysis
- 14. intelli-CTi Call History Tracking (with Microsoft Dynamics CRM) intelli-CTi CallHistory Tracking –History Item CRM Relationships: relating to the call such as Accounts, Contacts, Users, Cases and Opportunities Call Notes: the subject of the call and any notes captured during the call Call Statistics: include the timings of the call, call duration, call direction and call result
- 15. Microsoft Dynamics CRM CTi Dashboards intelli-CTiMicrosoft DynamicsCRM CTi Dashboards intelli-CTi provides a set of CTI Dashboard reports for analysis pf your intelli-CTi Call History Based upon the statistical information contained within the intelli-CTi Call History Extendable to provide more custom reporting
- 16. Microsoft Dynamics CRM Entity Relationship Management intelli-CTiMicrosoft DynamicsCRMEntity Relationship Management intelli-CTi provides an important ability to relate telephone calls to as many CRM entities as possible By relating a telephone call to a collection of CRM entities enables that entity to track its related calls Any given telephone call be seen by the entities it relates to and/or the calls relating to an entity (360⁰)
- 17. With Microsoft Unified Service Desk Copyright QGate Software Limited. intelli-CTi™ is a trademark of QGate Software Limited – all rights reserved.
- 18. Microsoft Dynamics CRM Unified Service Desk Integration intelli-CTiIntegration with Microsoft Unified Service Desk (USD) – Inbound Calls Receiving an inbound telephone call together with details of the caller while using USD Selection of the caller automatically notifies Unified Service Desk with the caller’s details
- 19. Microsoft Dynamics CRM Unified Service Desk Integration intelli-CTiIntegration with Microsoft Unified Service Desk (USD) –Call Management Manage telephone call and capture notes during a telephone call, seamlessly alongside USD
- 20. Microsoft Dynamics CRM Unified Service Desk Integration intelli-CTiIntegration with Microsoft Unified Service Desk (USD) – Contact Dialing On opening a CRM entity detail form, intelli-CTi will present that entity within in the dialer Easily click-to-dial the selected CRM entity and their available telephone numbers
- 21. Copyright QGate Software Limited. intelli-CTi™ is a trademark of QGate Software Limited – all rights reserved.