May 11, 2017
Contact Center Anywhere CTI Integration | Promero
Call Center Software Features
- Contact Center Anywhere by Oracle
- Siebel CRM
- Oracle CRM On Demand
- Salesforce CRM CTI integration to CCA
- Monet Workforce Management Software
- Riverstar Business Process Optimization
- Impact 360 Workforce by Verint
- Voice Recognition by Voxeo
- Call Center OnDemand
- Smart8 Call Routing
SERVICES
Telephone Service, Call Center Software and Predictive Dialer for Salesforce Users
Exclusive Offer for Salesforce Users: FREE CTI connector for Salesforce and Oracle’s Contact Center Anywhere
Salesforce CRM users can now add enhanced call center and telephone features to their CRM application. Features including predictive dialing and much more are enabled with Promero’s CTI connector and Call Center On Demand service. Promero’s Call Center On Demand service uses Oracle Contact Center Anywhere virtual call center software. Contact Center Anywhere has won 49 industry awards and is one of the most widely used call center software in the world. The CTI connector, normally sold separately, is free when users enroll in one of Promero’s three Telephone On Demand Call Center Services (view below) or purchase Oracle Call Center Anywhere software and installation packages from Promero.
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Pick the package the fits your needs from the Telephone On Demand Call Center Services. Contact Promero sales representatives to learn of exclusive pricing for Salesforce users or to find out about purchasing Oracle Contact Center Anywhere for an on premise installation
| Feature | Description | Benefits |
|---|---|---|
| Screen Pop on incoming and outgoing calls | Received and placed calls are matched to the corresponding record in CRM and all relevant information is automatically presented to the user | Saves time from having to navigate and search for information before engaging with the customer |
| Call Logging | Log all information direct from the Unified Connector. All information is auto-logged with the associated contact | Record detailed notes easily. Ensure that no details are missed |
| Click to Dial | Click on the phone number of any contact and you are immediately connected | Ensure that the Correct number is always dialed. Saves an estimated 20 seconds for every outgoing call |
| Predictive and Preview Dialing | The CCA system will automatically dial batches of telephone numbers for live connection to agents assigned to sales or other campaigns | No more busy signals or answering machines. Up to 300% more production |
| Real-time KPI dashboards | Real-time tables, pie charts, line charts of the information you need presented in customizable dashboards | Make decisions and measure success in real-time |
| Interactive Voice Response (IVR) | Maintain professional call treatments using simple graphical editor. Able to us database lookups and web services to provide highly customized menu systems | Self service calls without agents, provide automated account access and other automation |
| Automatic Call Distribution (ACD) | Powerful queuing, estimated hold time played to customers, agent association, music on hold, custom messages, marketing messages, call back options, and much more | The best agent gets chosen for every call. Lower cost and improve production |
| True weighted multi level Skills-Based Routing | Not the simple old fashion binary skills (on or off only for each skill) of first generation tools. CCA provides true weighted skills to provide the best routing for every call | Shorter hold times, better call handling |
| Quality Monitoring | Silent monitoring, whisper, barge in, take over calls, record calls chat with agents, etc | Improve quality, better visibility, and better trained agents |
| Call Recording | Up to 100% call recording. Simple to use MP3 file format for easy playback | Better quality scoring for higher satisfaction and better performance |
| Voice over IP (VoIP) | Use IP phone, softphone, or any analog or digital PBX phone by adding a telephone adapter to any system | More flexible, save money |
| Voice over IP (VoIP) | Use IP phone, softphone, or any analog or digital PBX phone by adding a telephone adapter to any system | More flexible, save money |
| Call me back (Web call back) | Add web site Icon that will allow customers to add their phone number to a form and the system will automatically queue the call to the next available agent | Better customer interaction, higher satisfaction |
| Integrated Call Control | Control any call direct from Salesforce. Dial, Answer, Hold, Transfers (Blind and Warm), Conference, Change Status, Predictive Login/Logout or end the call with a simple click | Easily transfer a call with the click of the mouse. Improves productivity and ensures that calls are properly handled. |
| Call Reporting | Run detailed reports on call usage by employees. Track which customers are calling most frequently | Detailed reports from key insights on which employees are being the most productive and an understanding of which accounts are calling in most frequently |
| Selective Match | If call ID matched multiple records, the user can select the appropriate record when the caller has been identified verbally. | Gives the user control over how to match the call when there are multiple matches |
| Click to Answer | Click to answer from the web interface and phone is automatically answered | Improves efficiency and ensures that customer calls are answered more promptly |
| Pre-built Integrations | Coordinated Business Processes, Business Rules, Decision Support | Lowered operational costs and improved customer satisfaction |
