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Concept of KeylinkCTI

Concept of KeylinkCTI. Standard software for Computer- Telephony Integration (CTI) Distribution ready, easy implementation Partnerships KPN, Eircom and CRM providers Any PBX, any CRM Microsoft based. Concept of KeylinkCTI. Over 1.000 companies use Keylink CTI

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Concept of KeylinkCTI

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  1. Concept of KeylinkCTI Standard software for Computer-Telephony Integration (CTI) Distribution ready, easy implementation Partnerships KPN, Eircomand CRM providers Any PBX, any CRM Microsoft based

  2. Concept of KeylinkCTI Over 1.000 companies useKeylink CTI Over 100 CRM / ERP applicationsintegrated Everyapplicationsuccessfullyintegrated - - without exception

  3. Concept of KeylinkCTI Advantage of CTI Customer friendliness Processimprovement Efficiency Employee satisfaction

  4. KeyLink CTI: Click-to-dial • Command-line parameters • urlCallTo • ActiveX • COM • Vbs • assistedtelephony • Dde • Clipboard • etc. Dialfromany CRM Manymethodssupported

  5. Traditional Design – on premise ISDN local premises tcp/ip

  6. All interfaces traverse tcp/ip:- KeyLink<->PBX: csta/tapi/etc.- KeyLink<-CRM/ERP: odbc/.csv/xml/ldap- KeyLink<->ScreenPopClient/Plugin: propr./html Cloud Design – services moved off premise local premises tcp/ip

  7. Federation Design – on/off premise ISDN local premises tcp/ip

  8. Communication systems Siemens (CSTA) Alcatel / Vox NOVO Panasonic (CSTA) Cisco Call Manager Avaya Vox DAVO / MDS Gateways Etc.

  9. General CTI Scenario Show contact in CRM application Replicate relevant tables from multiple databases display information in notification on incoming call • using: • odbc • active directory • MSExchange • .csv • xml • web services (ews) • using: • COM/DDE (eg. SuperOffice) • url (eg. Navision) • keystrokeemulation (eg. Filemaker Pro, anybespoke CRM application(!) • command-line parameter (eg. DbFact) • Proprietary soft phone (eg. Salesforce, Unit4) click odbc configuration

  10. KeyLink CTI 1: Customer Recognition Any database Standard replicationfor top 10 databases / CRM Wizard method, no configurationrequired Any standard protocol (ODBC, .CSV, Exchange, Active Directory, ExchangeWebService, xml, etc.)

  11. KeyLink CTI 2: Screen Pop Any CRM includingbespokeapplications Standard methodsfor top 100+ CRM/ERP applications Wizard method, no skills required

  12. KeyLink CTI 2: Screen Pop Easy touseScriptEditorforbespokeapplications All standard interfaces are easilyconfiguredforconnectingtospecificapplications (url, com, dde, keystrokes, command-line, proprietary soft phones)

  13. KeyLink CTI 2: Screen Pop methods URL COM/ DDE Keystrokes Command-Line FileMaker Proprietary soft phones

  14. KeyLink CTI Virtualization

  15. KeyLink CTI Multi-tenant (multi-tenant PBX)

  16. Good morning Mr Winter, how can I help you? Service center

  17. My washing machine is out of order. Service center

  18. OK, I have your data on screen. Service center

  19. I will send a technician to your address this afternoon Service center

  20. That’sgreat, thankyouverymuch! Service center

  21. Good morning Mr. Müller! You want to make an appointment? Doctors office

  22. I have your patient record on my screen Doctors office

  23. I'm glad I could come on this short notice! Doctors office

  24. Doctors office Now we have more time for our patients

  25. Goodmorning Mrs. Johnson, whatcan I do foryou? Car Dealer Goodmorning, I wonderedwhenmycarwillbe ready forpickup?

  26. Car Dealer Yourcarwillbe ready in a few hours, soyoucanpickit up thisafternoon That is great! I willbethere at 5pm

  27. Enjoydrivingagain! Car Dealer Thanksfor the great service!

  28. customer satisfaction is our top priority Autodealer

  29. Car Dealer Youguys put me out of work!

  30. Buenos días, señor Rodríguez, ¿cómo puedo servirle? Transport Quisiera información acerca de un parto

  31. El transporte está prevista para el … Transport Gracias, sé lo suficiente!

  32. In the transport sector it is important to save time and make no mistakes! Transport

  33. The Screenpop Company

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