Computer telephony integration (CTI) to fuel efficiency .

The solution helps to boost agent productivity and earn happier customers by creating a connection between a CRM and business phone system. CTI from InGenius helps to increase case handling capacity with blended omnichannel agent support, while reducing case resolution times.

With a single CRM sign on, data that never leaves an organization's firewalls, and no OEM technology, InGenius helps to create safe, secure, and reliable computer telephony integration (CTI) technology that supports unique and complex contact center workflows. According to Upland, InGenius, customers have increased their Net Promoter Score using the technology.

Computer telephony integration from InGenius helps to deliver personalized service, sales, and helpdesk. The technology places caller information from the connected CRM at call center agents' fingertips in the moment—and enables them to more efficiently capture and act on important call details.

Its reporting feature provides tracking from within a connected CRM, alongside other critical business data points. From successful call counts and agent talk time to call volume and call results, InGenius can be used to monitor service quality and optimize resource availability during peak hours.

Its pre-built customizable CRM dashboards help to identify common caller pain points and call trends. Automated call logs and call log templates let users accurately capture call drivers and customer satisfaction.

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