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Features

InGenius Connector Enterprise provides the very best in user interface design and application functionality.
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SCREEN POP

Using caller ID or customer-entered information from your interactive voice response (IVR) system, InGenius Connector Enterprise pops customer data on your screen before you've picked up a call. Call logic can be easily configured to pop on leads, contacts, cases and more, so that you can display the data that's most relevant to you. Screen pop saves you time by automatically bringing up your caller's information, and calls come to you with context, allowing you to provide a personalized experience to the customer.

CLICK-TO-DIAL

For fast and easy calling, InGenius Connector Enterprise enables you to click on any phone field in your CRM to dial out with your handset or softphone. You can click to call from any type of record including accounts, activities, call history, contacts, contracts, leads, tasks, and custom objects or entities. InGenius click-to-dial uses intelligent dialing, so that calls always connect. Configurable speed dials and a search-and-dial function optimize rapid dialing even further.

AUTOMATED CALL LOGGING

InGenius Connector Enterprise eliminates the need to manually log your calls. With automated call logging, you can quickly add notes with configurable call log templates that decrease call wrap-up time. Wrap-up codes are also configurable so you can disposition and track calls with categories that match your business processes. InGenius consistently captures inbound and outbound calls in your CRM along with their associated records and call duration, for rich and accurate reporting.

INTELLIGENT DIALING

InGenius intelligent dialing ensures screen pop and click-to-call always work, no matter what country or area code you and the caller are located in, and no matter what phone number formats are stored in your CRM. Phone data is automatically adapted to in-country, regional, carrier and handset-specific dialing patterns. Intelligent dialing simplifies the agent experience and makes certain that calls connect.

CRM SCREEN TRANSFER

With InGenius Connector Enterprise, the CRM screen transfer feature gives a warm start to all transferred calls. Information you capture plus related objects are automatically transferred to any subsequent agent, along with the call itself, so that customers never have to repeat information. CRM screen transfer improves the customer experience and provide a more efficient hand-off between agents.

ENHANCED CALL REPORTS

InGenius Connector Enterprise stores accurate, consistent data directly within your CRM. The solution enables enhanced management reporting on call data and performance metrics in your CRM dashboard, which you can use to make smart decisions about the administration of your contact center.

OTHER HIGHLIGHTED FEATURES

InGenius offers a next-generation computer telephony integration solution that's adaptable to the unique needs of your contact center.

To guarantee the success of your CTI project, we offer a full range of features, including those highlighted below.

  • No desktop client install
  • Multi-platform support (Windows, OS X)
  • Multi-browser support (Chrome, Firefox, Internet Explorer, Safari)
  • Automatic log-in option
  • Agent queue log-in and status setting
  • Click-to-dial from within CRM records
  • Search and dial from integrated text entry bar
  • Screen pop based on incoming call ID or user-entered IVR information
  • Selective match for incoming calls with multiple record matches
  • "Create New" buttons for leads, contacts, account, cases and opportunities with auto-population of information from the incoming call
  • Integrated IVR-entered information in data fields inside the CRM
  • Call control (answer, hang-up, hold, retrieve, transfer, conference, consult)
  • Multi-line support
  • One-click speed dial/transfer buttons
  • Screen transfer
  • Propagated caller ID on transferred call
  • Automatic call logging with duration, subject and comments
  • Customizable templates for frequently used call log subjects and comments
  • Customizable call wrap-up codes
  • Wrap-up timer countdown integrated from phone switch
  • Customizable user interface (show or hide buttons)
  • Support for multiple call centers with specific customizations per call center
  • Easy license management across multiple locations
  • Support for Salesforce Omni-Channel, including phone, chat, email, SMS, web, community, device and SOS video channels
  • Support for Salesforce Lightning in Sales Cloud
  • Call recording integration with third party vendors
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