IP Phone Systems 8-50 Phone Users 25-100 Phone Users 100+ Phone Users Multi-site Phone Systems Multi-Tenant PBX Telecommuter VoIP (Voice over IP) Contact Centers Microsoft CRM Banking Solutions

Why integrate CRM with your telephone system and contact center?
The perception of your service begins the moment a customer contacts your business. When a contact center (telephone system) is tightly integrated with the CRM application, customers will experience a significant improvement in service at the time of the call.

Automatically presenting CRM data and customer records to your employees with the call eliminates the need to ask questions and to verify information, which significantly reduces transaction times. This allows AltiGen customers to improve customer service, increase transaction volumes and increase revenues associated with customer calls. Businesses can facilitate outbound calling campaigns or customer follow-up by triggering CRM contact or account records to be presented to agents and use the integrated click-and-dial feature directly from the records. With call activity automatically being logged into CRM activity records, the whole customer telephone interaction has CRM automatically integrated into the process, significantly speeding up the return on investment of any CRM implementation. Microsoft CRM helps businesses cost effectively streamline and manage business processes, while the out-of-the-box integration of AltiGen's contact center solutions allow businesses to translate customer information into top-quality customer service.

What is the AltiGen Advantage?
With most traditional telephony vendors, a custom middleware application would need to be written and additional hardware implemented to enable a "screen-pop" delivery of information. Multiple systems on divergent platforms would need to be coupled in a complex integration. In contrast, the integration with AltiGen is simple. Once Microsoft CRM is installed, integration to the AltiGen contact center is a accomplished using the Microsoft CRM integration interface already provided within AltiGen's contact center software.

AltiGen’s Microsoft CRM integration offers advanced capabilities including:
• Defining individual workgroup preferences to screen pop one of the following MSCRM web pages.
  • Contact page based on caller ID or caller entered 10 digit phone number.
  • Account page based on caller ID or caller entered account number.
  • Order page based on caller entered order number.
  • Case page based on caller entered case ID.
  • Invoice page based on caller entered invoice number.
  • Contract page based on caller entered contract number.
  • Product page based on workgroup routing, caller-entered product ID or DNIS dialed.
• Using dialed number (DNIS), workgroup routing or IVR data to pop custom scripting pages for inbound workgroup call.
• Allowing service agents to belong to multiple groups where different CRM pages can be delivered for the appropriate inbound workgroup calls.
• Automatically screen-pop appropriate call scripts with inbound calls.
• Dial out of the CRM account or contact records and from the integrated CRM search and dial capability.
• Utilize a centralized web based management and local configuration for windows control.
• Create a new CRM window for each call or update record on existing window.
• Minimize CRM window when call is completed.
• Automatically log activity into CRM records as a result of calling activity.

Out-of-the-box integration reduces costs and implementation times. Until now, integrating a CRM solution with a contact center was an expensive proposition that included high system integration costs and significant deployment timeframes. Microsoft CRM is already integrated with AltiGen’s contact center products out of the box. This out-of-the-box Microsoft CRM integration offers businesses a comprehensive and affordable contact center solution by significantly reducing system integration costs and decreasing the integration deployment timeframe.