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Features

InGenius Connector Enterprise provides the very best in user interface design and application functionality.
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ONE-HOUR INSTALL

InGenius Connector Enterprise is a server-based installation that can be installed in about an hour! Since there is nothing to be installed on the desktop (and we mean nothing...no browser plug-ins, telephony adapters, or applications of any kind), InGenius Connector Enterprise is easy to set up and roll out to your entire enterprise. Whether you're installing for 50 agents in one office or 1000 agents across the globe, InGenius Connector Enterprise can be set up to fit the needs of your enterprise call center requirements.

 

For installation, InGenius provides you with a dedicated installation team that will help you get your environment ready for installation, and then will walk you through the entire application installation and set up. InGenius Connector Enterprise is installed on a physical or virtual Microsoft server and offers a high availability deployment for additional redundancy. We want to make sure you are up and running and that all your questions get answered. We are with you every step of the way!

Fastest install time to date= 0 minutes!
(Not that we're timing or anything)
  • InGenius Connector Enterprise allowed us to integrate our diverse global call center operations directly into Salesforce without a desktop installation. The quick installation time, tight integration with our Avaya phone system, and flexibility of the application to integrate agent functionality and custom applications made InGenius Connector Enterprise an easy decision when vetting and selecting an enterprise level CTI call center solution.

    Erik Coll, Manager, Contact Center Architecture
    Erik Coll, Manager, Contact Center ArchitectureCitrix

SIMPLE USER INTERFACE

InGenius Connector Enterprise has unique Cloud and Console UIs that were designed to fit beautifully within your Salesforce interface, giving call center agents an unobstructed view of their customers' information and intuitive call control directly within Salesforce. Call center agents can intelligently manage outbound and inbound calls to improve customer satisfaction and increase efficiency. With its robust call and agent functionality, and direct integration into the Salesforce UI, InGenius Connector Enterprise helps to promote end user adoption and eliminate the need for any additional desktop agent software. Change agent states, answer calls, take notes and transfer a call to a colleague: call center agents can now live completely inside of Salesforce.

InGenius Connector Enterprise has a unique UI that was designed to fit beautifully within your Microsoft Dynamics 365 interface giving call center agents an unobstructed view of their customer's information and intuitive call control directly within Microsoft Dynamics 365. Call center agents can intelligently manage outbound and inbound calls to improve customer satisfaction and increase efficiency.   With its robust call and agent functionality and direct integration into the Microsoft Dynamics 365 UI, InGenius Connector Enterprise helps to promote end user adoption and eliminate the need for any additional desktop agent software. Change agents states, answer calls, take notes and transfer a call to a colleague; call center agents can now live completely inside of Microsoft Dynamics 365.

INTEGRATE BUSINESS PROCESS

InGenius Connector Enterprise includes specific technology to enable easy business integration into those areas of your telephony system, Salesforce org or business process that are unique.  Whether it's custom objects inside of Salesforce or complex dialing capabilities from your global call center, InGenius Connector Enterprise was specifically designed to address these and other business process scenarios out of the box. InGenius Connector Enterprise can easily tie into your business process to help you achieve your organization's objectives.

InGenius Connector Enterprise includes specific technology to enable easy business integration into those areas of your telephony system, Microsoft Dynamics 365 or business process that are unique.  Whether it's custom entities inside of Microsoft Dynamics 365 or complex dialing capabilities from your global call center, InGenius Connector Enterprise was specifically designed to address these and other business process scenarios out of the box. InGenius Connector Enterprise can easily tie into your business process to help you achieve your organization's objectives.

  • Technology partners like InGenius Software Inc. are helping Avaya customers combine and leverage their existing Avaya communication solutions and their CRM applications to improve customer experience, call center performance management, and agent efficiency. Avaya solutions are already a large portion of a company’s business, and with partner’s like InGenius, we can provide Avaya customers with greater integration between their business processes and their call center operations.

    Eric Rossman, Vice President, Developer Relations and Alliances
    Eric Rossman, Vice President, Developer Relations and AlliancesAvaya

GREAT SUPPORT

You're not just getting the application InGenius Connector Enterprise, you're also getting an entire dedicated support team designed to help you succeed! Our customers enjoy one of the highest standards of care in the industry.

 

Here's what you can expect from InGenius support:

Pre-Sales Support

We’ll demo the product for you and your team, answer questions, and provide you with presentations and other materials to help show your management all the features of InGenius Connector Enterprise.

Installation

We will work with you to install and configure InGenius Connector Enterprise so that it's running perfectly in your environment. You just need to have a server or virtual machine ready. We’ll do a GoToMeeting or Join.Me screen share, and we’ll work with you to install the software and configure it. We’ll work through any installation “gotchas.” This generally takes about an hour – but some installations have been completed as quickly as 18 minutes! (Not that we were timing or anything.)

Rollout

Rolling out InGenius Connector Enterprise to 10 users or 10,000 users is simple. Once you’ve configured your server(s), and run an internal trial, adding users is often as simple as adding users to a list. We’ll work with you to make sure your roll-out of InGenius Connector Enterprise is smooth and painless.

Long Term Support

Our support staff are available to support the product during normal business hours. New versions of InGenius Connector Enterprise are released regularly to keep up with changes to Salesforce, and to address any reported issues.

Long Term Support

Our support staff are available to support the product during normal business hours. New versions of InGenius Connector Enterprise are released regularly to keep up with changes to Microsoft Dynamics 365, and to address any reported issues.

EASY TO MANAGE

InGenius Connector Enterprise provides an administrator user interface that easily allows Salesforce admins or call center managers to update and manage call center agents settings in real time. Set speed dials, set call log templates or enable users, all through an easy to use web admin tool. Since there is no need to start and stop any services, or upload and download any information, you save time and eliminate the need to consume precious IT resources.

 

Additionally, since all calls are automatically logged in Salesforce, you can leverage the reporting functionality in Salesforce to get a consolidated view into your call center operations. You can quickly learn more about your customers and your call center agents' ability to meet their needs.

InGenius Connector Enterprise provides an administrator user interface that easily allows Microsoft Dynamics 365 admins or call center managers to update and manage call center agents settings in real time. Set speed dials, set call log templates or enable users, all through an easy to use web admin tool. Since there is no need to start and stop any services, or upload and download any information, you save time and eliminate the need to consume precious IT resources.

 

Additionally, since all calls are automatically logged in Microsoft Dynamics 365, you can leverage the reporting functionality in Microsoft Dynamics 365 to get a consolidated view into your call center operations. You can quickly learn more about your customers and your call center agents' ability to meet their needs.

CAPTURE EVERY CALL WITH AUTOMATED CALL LOGGING

Say goodbye to manually logging your calls. InGenius Connector Enterprise will automatically capture your inbound and outbound calls, along with the associated record, your notes and wrap-up saying how the call ended. With click-to-dial and screen pop based on caller ID or IVR-related data, InGenius Connector Enterprise presents you with all the customer data you need to support your call.

WORKS WITH YOUR EXISTING PHONE SYSTEM

No need to change your telephony system. InGenius Connector Enterprise works with your existing telephony system, its established call queues, and routing. InGenius Connector Enterprise has been certified with the following phone systems:

- Cisco Call Manager
- Cisco UCCE
- Cisco UCCX
- Avaya Aura Communications Manager
- Avaya IP Office

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Additional phone systems supported by InGenius Connector Enterprise:

- Asterisk
- Broadsoft
- Mitel MiContact Center Business
- Mitel MiVoice Business

FEATURE LIST

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

Provided below is a list of the features and functionality InGenius Connector Enterprise has to offer.

  • 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, social, web, community, device and SOS video channels
  • Support for Salesforce Lightning in Sales Cloud
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