HIGHLIGHTS
The addon provides features such as customizable event handlers with palette of actions per call-in & automatic lead creation. It includes custom interfaces for each CTI event.
The dual login for CRM and CTI requires Usernames and Passwords to be properly synchronized between each of these systems which ultimately works as a login for both the systems.
This feature leverages the user to create a lead record for the unknown caller if a call is received from a number that is unrecognized by the system.
With the CTI Provider SDK, it should be possible to integrate all events and functions for CTI and Email using the SDK on the client side of each workstation.
BENEFITS
The advanced call features such as call transfer or click-to-dial increases agent productivity as queued calls are minimized which leads to enhanced customer experience.
The workflow configuration enables CRM to automatically route calls to the relevant agent based on customer data through the integrated phone system.
The automatic call logging in CRM is an effective way to track information consistently and reduce data redundancy.
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