September 18, 2012 at Dreamforce, InGenius Software announced their new Enterprise CTI solution, InGenius Connector Enterprise for Salesforce. InGenius Connector Enterprise for Salesforce is the first click-to-dial software solution for Salesforce.com built using the new Salesforce.com Open CTI interface. With no desktop install, InGenius Connector Enterprise for Salesforce, streamlines call dialing and inbound/outbound logging activities for an entire organization. InGenius Connector Enterprise for Salesforce, will be available directly from InGenius Software at http://www.InGenius.com or by calling 613-591-9002 x3000.
InGenius Connector for Salesforce is fully integrated with Salesforce.com to enable several features including incoming call screen pop, click-to-dial, and automatic call logging all from within the Salesforce.com user interface. Additionally, InGenius Connector Enterprise provides automatic field population and configurable templates for fast, accurate logging of all calls against Salesforce.com records. Since InGenius Connector Enterprise for Salesforce utilizes the new Salesforce Open CTI, it requires no desktop install and can be used on both PC (Windows) and Mac (OS X) and accessed from any browser (Chrome, Mozilla Firefox, Internet Explorer).
InGenius Connector for Salesforce, is installed on premises at a customer site and connects directly with the customer’s resident telephony system. InGenius Connector Enterprise interoperates directly with the telephony system and does not require any additional hardware or software products to be purchased or installed. Initially being released for Cisco’s Call Manager, InGenius Connector Enterprise for Salesforce works with several telephony platforms including Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Contact Center Express (UCCX) and Avaya.
Rich Loen, InGenius Software’s CTO says, “InGenius Connector Enterprise makes it very easy for an organization to add click-to-dial and logging functionality for all its Salesforce.com users. The server based install is very quick and eliminates the time and effort associated with visiting every desktop during deployment. This makes enterprise wide roll-out for different platforms very efficient.”
Check out the press release here: http://www.prweb.com/releases/2012/9/prweb9901527.htm
As a company, InGenius has been in the software business since 1986 and in the past twelve years has focused its efforts specifically on computer-telephony integrations. In the past four years we have amped up our integration focus to really focus in on providing telephony applications that support multiple platforms and resonate with customer’s needs. Our newest product, InGenius Connector for Salesforce, is providing our distributors with a way to provide their customers with an application that integrates with their offering and their clients environments. InGenius Connector for Salesforce is the first of many CRM integrations we plan to release and we’ve already helped several companies integrate with their custom CRM systems!
In a white paper, Lori Bocklund, President, Strategic Contact Inc. remarks on the issues with contact centers in implementing new technology; “Problems we see include not looking at systems in place to start out with and potentially leveraging something that already exists, over-buying (licenses, functionality, capacity, etc.), not allocating the resources to use it effectively, never getting to the “Phase 2” functionality, not making process changes to get the most out of technology, and failing to help the users see the benefits and make changes.”
With InGenius Connector for CRM systems we solve these problems by providing:
- Multi-platform support on both the CRM side and the VoIP or SIP service provider side to help businesses leverage what they already have in place
- Per seat purchase options to avoid over-buying
- Simple deployment options that include mass deployment or easy end user download so massive resources for deployment are not necessary
- An abundance of support materials including videos, documentation, presentation and webinars to inform users how to get the most out of the application
- Seamless integrations with the CRM application users are familiar with so benefits can be seen right away and changes required to use the software are intuitive (For example, click on a phone number to call)
With growing competition and increased consumer knowledge, businesses are investing in CRM software to better develop and nurture their customer relationships to improve their current and future bottom line. What businesses are missing however is that when introducing new software or technologies they are adding an additional tool on top of an already busy customer service representative or salesforce. This is where InGenius Connector for CRM systems comes into play. We take all these tools and merge them into a single access point so that customer service representatives need only access with one interface, CRM providers extend their functionality beyond their application, and VoIP providers integrate with business processes. InGenius Connector for CRM truly connects it all!
Over the past few weeks InGenius has attended several trade shows and we were blown away by the demand for our CRM integrations for InGenius Connector. Specifically we have been showing our InGenius Connector for Salesforce application that allows for Salesforce.com users to make and recieve calls directly from Salesforce.
CRM users are thrilled with the application because it allows them to easily track their calls, add notes to a call, have contact records pop-up on an incoming call, and click-to-call from a contact page. What is comes down to is that InGenius Connector for Salesforce helps businesses and small contact centers improve their efficiency, provide better customer service and have more accurate call reports; all of which translates into huge cost savings and potentially greater sales. According to the blog post by John Reed, if businesses can not provide quick, quality service to their customers, the business is doomed to fail. With InGenius Connector for Salesforce, InGenius helps businesses provide exceptional customer service by tying their telephone to their CRM application. Users will never have to put a call on hold to find the contact’s information because it will automatically pop-up, managers can easily keep track of phone call records, and to reach a customer it’s as simple as clicking on their phone number. As Reed puts it “Good CRM means never having to say hold!” and with InGenius Connector for Salesforce you won’t have to!!!
If you would like more information on InGenius Connector and CRM integrations contact us at firstname.lastname@example.org and we would be more than happy to answer your questions.
We are super excited to be at IT Expo West this week not just because it’s in LA and we run the chance of brushing shoulders with a few movie starts, but also because we’ve got some really cool integrations between CRM and VoIP that are going to be a hit with business owners and VoIP providers alike. Salesforce.com, SugarCRM, MS CRM, and TAPI are just some of the integrations we’re starting with to help seamlessly integrate VoIP and business processes like CRM systems. Using InGenius Connector as the call control application users can make calls directly from their CRM application. Users increase productivity, managers enhance call tracking capabilities, and VoIP providers increase the value of their product offering while differentiating from the competition. All in all, InGenius Connector and CRM plug-ins can help both CRM users and VoIP providers enhance their sales services and provide greater value to their customers. Stop by booth #115 at IT Expo tomorrow to say hello and see the applications in action.
We’ve already run into one celebrity on our way here; the Travelocity gnome!
So I was sitting at my desk thinking about all the applications that I use on a daily basis to ensure that I am tied into my co-workers, managers, and customers and realizing how thankful I was for Mitel Unified Communicator Express and InGenius CRM Plug-ins.
As the product marketing specialist at InGenius, it is vital that I maintain communication with the development and technical support team, senior management team, sales representatives, channel partners, beta users, and customers so that I can do my job effectively and provide our users, partners and customers with the quality and helpful customer service they deserve. With Mitel Unified Communicator Express it has made my life so much easier and my relationship management much more effective. I can easily lookup and dial a contact, send an email to a caller, create new outlook contacts and with the aid of the CRM plug-in, have the caller’s CRM page open automatically when they call my extension.
Since Mitel Unified Communicator Express also has a built in optional softphone, I have created multiple profiles on my lap top computer so that I can connect to my desk phone when I’m at the office and my softphone when I am on the road. It’s so simple to install and use that I am not sure how I ever got along without it. In fact, it is only second to Outlook for the application that I use the most. This application has helped me to fill plugged in to all my contacts without feeling that I have yet another application open on my desktop.
It has been a few months since we first mentioned Mitel’s Live Content Suite application, and we are thrilled that the product has finally been released for Mitel 5360 IP phones.
Developed by the InGenius Telephony Software team, this application is truly innovative and forward thinking in the way it embraces personalization and leverages live content.
Live Content Suite has three main parts:
- Live Desktop Portal, a web-based phone programming portal
- Live Blogger, an application for using standard blog tools to deliver custom content to phones
- Live Applications, applications such as LiveTwitter Reader, Live Weather, and Live Flickr that deliver dynamic content to phones
This is just one of the many “Unified Communications 2.0” applications to come out InGenius and users can expect to see more in the very near future!
Live Content Suite is expected to become available for other Mitel display phone models (5320, 5330, and 5340) in the coming months.
Check out www.livecontentsuite.com to learn more!