Exposing CRM & DB contents to end users telephony needs

ADD-IN:

Office \ Outlook \ Active directory \ GAL \ MS-CRM \ Dynamic

Sap B1 \ Sap CRM

Lotus Notes contact and public

Component for Magic applications

In the world of cost reduction and savings ITCTECH is challenging the accumulative time employees waste on managing phone calls activities.

The phone calls activities include Locating and Calling people, Waiting for answers, Looking up for numbers, Checking the missed calls, Answering unimportant calls, Transferring calls attempting to identify callers, etc.

According to reports from our customers, an average of 400 hours per year are wasted on such activities per 30 employees

The challenge

When the CRM Data Bases talk to a telephony systems a unified communication protocol between all types of IP-PBXs and all type of CRM data bases, enables new style of personal call centers

Exposing CRM & DB contents to end users telephony needs

What for?

Administration \ Marketing \ Collection

Customer relation and management \ Service

For any type of business

PCCPersonal Call Center

Exposing the CRM and DB contents to employees’ phone calls activities for creating a personal Call Center

Technically speaking: Connecting between all type of IP/ DIG-PBXs systems/ Web

telephony services and all type of Enterprises CRM Data Bases through ITCTECH protocol

Simplified the operation from any desktop applications such as MS-Office and others.

The solution saves the wasted average of 400 hours per year per 30 employees.

The solution

1. Dialing from every screen and document, including from embedded numbers in e-mail signatures by clicking the published number.

2. Redialing calls and dialing list management based on pre-defined schedules and priorities.

3. Incoming calls are identified from the organization’s Data Base and immediately displayed on the computer screen and on the employees Cell phones.

4. Identification of incoming calls includes: client’s name, telephone number, business numbers, summary of last conversations and additional data from the organization’s data base.

5. Automatic statement of missed calls are sent to e-mails and on cell phones, with all the necessary calling client information.

The Services: Automating user’s telephony needs

Integrated systems

Using the system from Outlook

1. Dialing from contacts and from Public address book

2. Dialing from every screen and document, including from embedded numbers in e-mail signatures by clicking the published number.

3. Redialing calls and dialing list management based on pre-defined schedules and priorities.

The Services: Automating user’s telephony needs

Out-going calls

Displaying name of required contact, and more :

Schedule your redialing list based on priorities time and date

1 .Incoming calls are identified from the organization’s address book \ contacts and immediately displayed on the computer screen according to access permission.

2 .Identification of incoming calls includes: client’s name, telephone number, business numbers, summary of last conversations and additional data from the organization’s

data base .

3. Automatic statement of missed calls are sent to e-mails and on cell phones, with all the necessary calling client information

The Services: Automating user’s telephony needs

In-coming calls

Tray Balloon

Toolbar

Window

Sending to your email

and cellular

1. Personal and organizational reports about outgoing/incoming/missed calls, statistics and graphs

2. Hot Links for listening to voice recordings from the reports

3. Real time Call-Center reports

4. Call routing based on pre-defined data in the CRM/ERP

5. Harassing calls filtering out

6. Automatic Call-Back system from published web banners and web contact links directly to the publisher’s PBX

Special Services:

organization’s and user’s telephony needs

LGNortel

EpygiSkype

AvayaTelrad

PanasonicCisco

Coral

PBXs

WEB

Cellular Network

ITC PCC

Personal Call Center

clients

Desktop applications

ITC Server

Enterprise CRM

Receiving Programs

ITC Blocking calls

PSTN

The architecture

Quality of service

Customer comments:

Greenwald Ltd. –Compressors producer. Purchased the system for 30 workstations. It saves two employees, which translates to a profit of 155,000 NIS per year. The purchase paid itself in one month and one week.

Totocard Ltd. Purchased the system for 100 workstations. It saves 11 hours for every working day, which translates to a profit of 150,000 NIS per year. The purchase cost covered itself in 3 months.

Avitan and Zagagi – tax consultants. Purchased the system for 30 workstations. It saves two days per month, which translates to a profit of 190,000 NIS per year. The purchase paid itself in one and a half months.

The Average saving time to cover the purchase cost is: Two months per 30 employees.

Organizations with the following characteristics:

1. A typical customer uses the phone to develop his business

2. Any organization with Digital/IP PBX

ITC TECH

OEM

Software providers

CRM manufacturers

Telephony service

providers

Switchboard distributors

Organizations

OEM agreement per order or per year,

based on quantity.

Int’l Distributors per country

The organization selects its preferred distributor

U Bank

Hapoalim Bank

Police Emergency Call-Center

Toto-card

Agro-Top

Eurucom

Tadiran telecum

Israel ministry of foreign affairs

Elbit imaging

One

Lapidot

Israel Corp.

ICL Group

Partner

Taro Pharmaceutical industries

Crazy line fashion

Brosh-Nir Engineering

Shapam Media

YEI- Yahalomei Espeka - Diamonds

Alon Holdings

Avitan & Zagagi accountants

Rosh Hutsot productions