The picture can't be displayed. Demystifying CTI for the

The picture can't be displayed.

Demystifying CTIfor the common good…

Rowland Dexter – Managing Director, QGate

§ Working with “CRM” for over 20 years§ Dynamics 365 partner in the UK§ ISV partner

§ Paribus Discovery Data Deduplication –prevention and cure)

§ Paribus Interactive – Enhanced search and duplicate data avoidance

§ intelli-CTi – integration with phone systems

Introduction to QGate

§ Share our experience§ Bust a few myths§ Clarify terminology and misconceptions§ Suggest some best practices§ How CTI can enhance your users CRM experience,

customer service and benefit your business§ Q&A

AGENDA

I encourage you to The picture can't be displayed.

1st Myth

CTI is only for call centres

Some personal experiences




1st Myth

CTI is only for call centresBusted !

2nd Myth

CTI is Black Magic and Witchcraft…

Where the mystical stories start?

Software Vendors

“We don’t have a software solution…”

“Sorry, we don’t understand phone systems…”

“Can I have screen popping and dialling from CRM

please...”



“but we can probably build you one…”



Phone Vendors

Language of the CTI mysticsTAPI

ACDPSTN

CSTA

MiTAI

Predictive Dialling

POTS

USDSIP

Power Dialling

IVR

DDI

CSTA

PBX Preview Dialling

VOIP

Unified Messaging

TSAPI

Analogue

MPLS

Auto Dialling

DTMF

Screen popping

Call RecordingTSP

Call routing

Software VendorsThe picture can't be displayed.

Phone Vendors



! ? ?? !!!Confused!


§ Automatically look up the record in CRM - Screen Pop Vs Announce § Log the call against a Contact, Case or Opportunity§ Create a related Phone Call Activity with notes§ Create a Case, Opportunity efficiently while on the call§ Initiate Scripts§ Initiate workflows§ Use the DDI (Direct Dial Inwards) intelligently§ Use IVR (Interactive Voice Recognition) intelligently§ Log call statistics to create reports/dashboards§ Record the audio§ Route to the correct user


“When a call in comes I would like the system to…”

Inbound Call Conversation Points

§ Click to Dial§ Preview Dial, Power Dial, Auto Dial§ Predictive Dial§ Dial from list of

§ Contacts§ Accounts§ Cases etc

§ Create Phone Activity record§ Log call statistics to create reports/dashboards§ Record the audio


“I would like to use the data in CRM to…”

Outbound Call Conversation Points


Compatibility conversation pointsThe picture can't be displayed.

“Will it work with my phone system which is…

§ …TAPI compliant?”§ …a VOIP system?”§ …in the cloud?”§ … uses SIP?”§ …different in each location?”§ “… years old?”, e.g. Avaya CS1000?

Phone System APIs – are not all created equal!

§ TAPI is not the only API i.e. MiTAI, CSTA, TSAPI, OIA§ Phone system APIs have different vocabularies:

– Avaya - The Cat Sat On The Mat – Panasonic - Cat Mat Sat The ON– Mitel - On Mat Sat The Cat– Asterisk, Ringcentral - On Mat The

§ So, if API does not include all functions, CTI capabilities will be restricted

§ The better solutions will support a wide range of system APIs and therefore a wide range of systems


A traditional VOIP Infrastructure

CTI API is part of the PBX and may need Licence from system vendor to enable

PSTN / SIP Trunks

PBX(Single tenant)

IP LAN/WAN – Carries Voice data to IP Phones & the CTI data stream








If in the cloud, need to ensue the API is exposed

SIP?The picture can't be displayed.

“ Does SIP replace VOIP?”

§ SIP does not replace VOIP§ SIP “carries” VOIP but also other protocols such as

• video conferencing• instant messaging• media distribution

§ The SIP controls can enable programmatic call management

§ SIP is enabling lower cost, flexible telephony


SIP based hosted SaaS systemsMulti-tenant Cloud SaaS based telephony platform

e.g. Broadsoft, RingCentral, Telsis - These may be white labelled and known locally as something else

ßBroadband connection not PSTN








You still need to check the API capabilities




Increasingly, it is the handset that determines

the compatibility for integration

Phone System Functions - Not CTIThe picture can't be displayed.

“What will my phone system do for me?”

§ Manage call routing to the correct user§ Manage voice mail§ Predictive dialling – Requires specialist add-on

§ CTI should be able to interact with the call once established

§ Record the call – Requires specialist add-on§ CTI should be able to log the recording ID into CRM

2nd Myth

CTI is Black Magic and Witchcraft…Busted !

CTI Considerations - Phone Numbers

§ 01329 222800, 441329 222800, (0)1329 222800 x 210§ Canonical format for dialling - +44 (1329) 222800

– Different formats by country– Different dialling rules by country at least

§ CTI will not work correctly if numbers not managed– Does Dynamics help?– Will my CTI solution help?


“Do I have to think about how I hold phone numbers?” YES!!!

CTI Considerations – Custom requirements

§ Consider you needs and custom requirements§ Do you need or capture additional information§ Different behaviours for different users

– Marketing, Sales, Customer Service§ How does your identified integration solution support

custom requirements?


“Can I use the DDI to drive a script?” Possibly…

Complimentary Applications/Solutions

§ Predictive dialling§ Call Recording§ Reporting§ Scripting

– Microsoft Dialogs Vs Third Party Solutions• TK Dialogs: Logic (Flowchart) driven scripting with data integration

§ Call Centre Management§ Unified Service Desk

CTI or Call Centre?

§ A CTI solutions is a user focused system enhancement, bringing improved user efficiency and ideally better monitoring and logging of phone related activity

§ A Call Centre solution is a specialised operationally focused set of functionality of which CTI maybe a small part

Call Centre Solution Capabilities§ Support for multiple channels

– Phone, email, chat, social

§ Agent management– Scheduling, scripting, monitoring, measurement, wall boards

§ Queue management§ Inbound call management

– Skill based ACD, IVR routing

§ Outbound call management§ Predictive dialler§ Call recording

Unified Service Desk

§ Provided by Microsoft as part of Dynamics 365

§ Aimed at larger call centre operations

§ Small desktop install, configured via D365

§ Lots of configuration options for D365 integration

§ Visual Studio development required for external application

integration e.g. ERP

§ Includes simple scripting – ISV’s can integrate

§ No inherent CTI capability – left to 3rd parties to deliver i.e.

intelli-CTi or custom integration development

CTI for improving Adoption of CRMü Reducing data entryü Timely data entryü Mentoring/Automation phone activity related best practiceü Inherent monitoring (stats)ü Accurate feedback via dashboard

Feel good factor of giving great customer experience JJJ

So…§ We have now Demystified CTI…

§ Discussed the benefits – To your users– To your customers– To your business

…for the common good!

Number 1 tip?

Try before you buy!!


[email protected]@qgate.co.uk

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