Founded in 1986, InGenius has since become one of the world’s leading computer telephony integration developers, providing cutting-edge communications solutions that connects existing telephone systems into leading CRMs to provide enhanced user productivity and improve customer experience.
As a computer telephone integration (CTI) software vendor, InGenius offers an effective communications solution that is used to link CRM software such as Microsoft Dynamics, Salesforce and ServiceNow to business telephone systems from industry leading brands such as Asterisk, Avaya, Cisco, Genesys and Mitel.
In order to find out how InGenius helps companies delive world class customer service, we decided to put their Connector Enterprise to the test and give a full review of all of the available features.
How does it look?
With its simple, user-friendly, web-based interface embedded directly into the CRM, InGenius requires little training and provides a single pane of glass that enables users to quickly access and log customer information with next to no effort.
What can it do?
Of the many InGenius Connector Enterprise features available, screen pop allows agents to provide a personalised greeting to the caller by matching on phone numbers or customer-entered IVR information so that agents are always prepared. Screen Pop reduces average call handle time, providing a productivity boost that saves money for the business.
The innovative CRM screen transfer ensures information captured and logged by an agent can easily be transferred to any subsequent agents so that customers never have to repeat information. This allows for a warm start to all calls for a better customer experience, and more efficient hand-off between agents.
Similarly, with the call logging feature, InGenius enables agents to easily capture calls in the CRM for better reporting and decision making. Agents can quickly add notes with configurable call log templates and wrap-up codes defined by your business. This level of logging automation lowers average handle time for agents.
Efficiency is key, and with InGenius’ click-to-dial with intelligent dialling agents are able to quickly and easily place calls by clicking on any phone field in a record, or using one-click speed dial and search-and-dial functions for rapid dialling. The InGenius intelligent dialling feature ensures that click-to-dial adapts phone data to in-country, regional and carrier dialling patterns to prevent frustrating call failures.