Demystifying CTI for the common good

Transcription

1 Demystifying CTI for the common good Rowland Dexter Managing Director, QGate

2 Introduction to QGate Working with CRM for over 20 years Dynamics 365 partner in the UK ISV partner Paribus Discovery Data Deduplication prevention and cure) Paribus Interactive Enhanced search and duplicate data avoidance intelli-cti integration with phone systems

3 AGENDA Share our experience Bust a few myths Clarify terminology and misconceptions Suggest some best practices How CTI can enhance your users CRM experience, customer service and benefit your business Q&A

4 I encourage you to

5 1 st Myth CTI is only for call centres

6 Some personal experiences

7 1 st Myth CTI is only for call centres Busted!

8 2 nd Myth CTI is Black Magic and Witchcraft

9 Where the mystical stories start? Can I have screen popping and dialling from CRM please... Sorry, we don t understand phone systems Software Vendors We don t have a software solution but we can probably build you one Phone Vendors

10 Language of the CTI mystics!???!!! Confused! CSTA MiTAI Unified Messaging DTMF IVR TSAPI TAPI SIP PBX MPLS Preview Call Recording USD Dialling TSP DDI Power Dialling ACD PSTN Auto Dialling Analogue CSTA Call Predictive routing Dialling Screen popping VOIP POTS Software Vendors Phone Vendors

11 Inbound Call Conversation Points When a call in comes I would like the system to Automatically look up the record in CRM - Screen Pop Vs Announce Log the call against a Contact, Case or Opportunity Create a related Phone Call Activity with notes Create a Case, Opportunity efficiently while on the call Initiate Scripts Initiate workflows Use the DDI (Direct Dial Inwards) intelligently Use IVR (Interactive Voice Recognition) intelligently Log call statistics to create reports/dashboards Record the audio Route to the correct user

12 Outbound Call Conversation Points I would like to use the data in CRM to Click to Dial Preview Dial, Power Dial, Auto Dial Predictive Dial Dial from list of Contacts Accounts Cases etc Create Phone Activity record Log call statistics to create reports/dashboards Record the audio

13

14

15 Compatibility conversation points Will it work with my phone system which is TAPI compliant? a VOIP system? in the cloud? uses SIP? different in each location? years old?, e.g. Avaya CS1000?

16 Phone System APIs are not all created equal! TAPI is not the only API i.e. MiTAI, CSTA, TSAPI, OIA Phone system APIs have different vocabularies: Avaya - The Cat Sat On The Mat Panasonic - Cat Mat Sat The ON Mitel - On Mat Sat The Cat Asterisk, Ringcentral - On Mat The So, if API does not include all functions, CTI capabilities will be restricted The better solutions will support a wide range of system APIs and therefore a wide range of systems

17 A traditional VOIP Infrastructure PBX (Single tenant) PSTN / SIP Trunks IP LAN/WAN Carries Voice data to IP Phones & the CTI data stream CTI API is part of the PBX and may need Licence from system vendor to enable If in the cloud, need to ensue the API is exposed

18 SIP? Does SIP replace VOIP? SIP does not replace VOIP SIP carries VOIP but also other protocols such as video conferencing instant messaging media distribution The SIP controls can enable programmatic call management SIP is enabling lower cost, flexible telephony

19 SIP based hosted SaaS systems Multi-tenant Cloud SaaS based telephony platform e.g. Broadsoft, RingCentral, Telsis - These may be white labelled and known locally as something else You still need to check the API capabilities ßBroadband connection not PSTN Increasingly, it is the handset that determines the compatibility for integration

20 Phone System Functions - Not CTI What will my phone system do for me? Manage call routing to the correct user Manage voice mail Predictive dialling Requires specialist add-on CTI should be able to interact with the call once established Record the call Requires specialist add-on CTI should be able to log the recording ID into CRM

21 2 nd Myth CTI is Black Magic and Witchcraft Busted!

22 CTI Considerations - Phone Numbers Do I have to think about how I hold phone numbers? YES!!! , , (0) x 210 Canonical format for dialling (1329) Different formats by country Different dialling rules by country at least CTI will not work correctly if numbers not managed Does Dynamics help? Will my CTI solution help?

23 CTI Considerations Custom requirements Can I use the DDI to drive a script? Possibly Consider you needs and custom requirements Do you need or capture additional information Different behaviours for different users Marketing, Sales, Customer Service How does your identified integration solution support custom requirements?

24 Complimentary Applications/Solutions Predictive dialling Call Recording Reporting Scripting Microsoft Dialogs Vs Third Party Solutions TK Dialogs: Logic (Flowchart) driven scripting with data integration Call Centre Management Unified Service Desk

25 CTI or Call Centre? A CTI solutions is a user focused system enhancement, bringing improved user efficiency and ideally better monitoring and logging of phone related activity A Call Centre solution is a specialised operationally focused set of functionality of which CTI maybe a small part

26 Call Centre Solution Capabilities Support for multiple channels Phone, , chat, social Agent management Scheduling, scripting, monitoring, measurement, wall boards Queue management Inbound call management Skill based ACD, IVR routing Outbound call management Predictive dialler Call recording

27 Unified Service Desk Provided by Microsoft as part of Dynamics 365 Aimed at larger call centre operations Small desktop install, configured via D365 Lots of configuration options for D365 integration Visual Studio development required for external application integration e.g. ERP Includes simple scripting ISV s can integrate No inherent CTI capability left to 3 rd parties to deliver i.e. intelli-cti or custom integration development

28 CTI for improving Adoption of CRM ü Reducing data entry ü Timely data entry ü Mentoring/Automation phone activity related best practice ü Inherent monitoring (stats) ü Accurate feedback via dashboard Feel good factor of giving great customer experience JJJ

29 So We have now Demystified CTI Discussed the benefits To your users To your customers To your business for the common good!

30 Number 1 tip? Try before you buy!!

31 Search intelli-cti

32

33