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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 contact center agents’ screens before calls are picked up. Screen pop saves time by automatically providing caller information, and calls come with context, allowing agents to provide a personalized customer experience.

CLICK-TO-DIAL

For fast and easy calling, InGenius Connector Enterprise enables your agents to click on any phone field in your CRM to dial out with a handset or softphone. 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 for your agents to manually log calls. With automated call logging, they can quickly add notes with configurable call log templates that decrease call wrap-up time. 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 your agents and callers are in, and regardless of the phone number formats stored in your CRM. Phone data is automatically adapted to regional, carrier and handset-specific dialing patterns. Intelligent dialing simplifies the agent experience and connects calls effectively.

CRM SCREEN TRANSFER

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

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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