Videos:
Productivity with InGenius CTI

Productive agents are the backbone of any contact center. When customer service teams deal with a large volume of calls, even the smallest inefficiencies can add up. InGenius® delivers productivity benefits by providing CRM and telephony information in one interface, streamlining workflows.

Productive agents are the backbone of any contact center. When customer service teams deal with a large volume of calls, even the smallest inefficiencies can add up. But common pain points like repetitive data entry, clunky call transfers and time wasted on complicated workflows can all be addressed with computer telephony integration, or CTI.

InGenius delivers productivity benefits by providing CRM and telephony information in one interface, reducing clicks and streamlining call logging.

Call log templates save agents time on each call by enabling one-click notes from the InGenius interface. Common call notes like “looking for part number” or “payment made on a specific date” can be dropped into the CRM with just one click, and macros can be used to add variables like the date and time of a call. This info can then be used to create reports that identify the reason your customers are calling.

Call log templates can be created and locked by an admin, individual users or a combination of both. With less time spent on processes, more time can be spent on the phones, where it matters.

Businesses can decide which calls get logged, whether that means logging all calls or only calls that match your criteria. Reports then focus on just the call activity the business cares about.

InGenius offers the option to create up to 10 speed dials to make calling frequently dialed contacts a breeze. Admins can choose to create and lock down preset numbers or leave some for users to set themselves.

Speed dials can also be used for transfers. By clicking the transfer button, agents can send calls, including call information and screen pop, to a coworker. This eliminates the need for the caller to repeat information.

Call controls like dialing, hanging up, transferring and creating a conference can be used right in the InGenius interface with the click of a button. There’s no need for agents to fumble with the desk phone.

With click-to-create, in just a few clicks agents can create and save a case that’s automatically populated with call notes. This reduces the number of clicks and keystrokes, saving time and increasing accuracy for each call.

Don’t settle for contact center inefficiencies. Empower your customer service teams with CTI to improve productivity. To learn more about InGenius, visit us at ingenius.com.

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