Customer Relationship Management (CRM) with the integration of telephone and PC, voice mail, fax and SMS

To tighten your customer communication process and to increase the productivity of your service staff, an interface for Computer Telephony Integration (CTI) has been added to GEDYS IntraWare 7. This makes it possible for Cycos mrs to interface with GEDYS IntraWare 7 and execute comprehensive inbound and outbound telephony directly from GEDYS IntraWare 7.

GEDYS IntraWare 7 CTI Interface is a fully developed CTI solution for IBM Lotus Notes Domino that offers:

A perfect connection to your telephone system by computer telephony

The latest messaging functions

Efficient routing of all communication media (telephone, email, fax, voice mail, and SMS)

Targeted telephone campaign management

Efficient cost management and at the same time a high service quality

Further information

CTI-Interface for GEDYS IntraWare 7

Continuative information and checklists about CRM

CRM information package free of charge

To phone by mouse click

To activate phone calls directly by mouse click from the contacts document

In everyday business life the telephone still is one of the most important means of communication. For many customers the face-to-face contact to their business partners still is of much importance.

With the new CTI interface in GEDYS IntraWare you comfortably dial phone numbers directly from your customer contact file. Incoming phone calls are identified automatically, the corresponding customer details are displayed on the monitor and CRM workflows such as order processing or the handling of complaints are initiated. All activities your employee has made, for example a phone memo, an incoming or outgoing fax and emails, are documented transparently in GI 7. Specific telephone campaigns are supported by configurable telephone journals, for example for phone calls that occur in absence or when the call recipient does not answer.

Communication by all media

Communication by all media

With little effort you can manage all information from and to your customers and partners - using all media. Apart from emails, you send and receive faxes, voice mails and text messages from your familiar Lotus Notes desktop environment. Thus, processes are optimised resulting in quick response times and reduced costs.

This is Unified Communication bundling of all means of communication onto one system which can be accessed by mobile phone, PDA and Laptop.

A fast service by phone

Incoming phone calls and messages are an essential part of your everyday customer communication. What is essential is to answer all questions quickly and professionally. For many customers it is unacceptable to wait or to be put through to the wrong contact person. Accordingly, it is a good idea when an intelligent logic ensures that every message is directly forwarded to the right contact person or an appropriate service group. According to definable criteria (city, postal code, prefix number, name of the person who's calling) incoming phone calls can be forwarded to the specific contact person.

Increase the time your employees are available for service without additional personnel costs. We connect your GEDYS IntraWare 7 CRM system with the flexible voice portal of Cycos mrs. With this, your customers can direct themselves through self service or they can leave important information for the following conversation in interactive area by voice or keyboard.

Callers get up-to-date information, for example about the date of delivery, by database query in GEDYS IntraWare7.

And there is even more to it: on the basis of this information CRM workflows are activated automatically. For example, if a complaint is identified, the screen of the service employee will display the appropriate complaint form when the employee accepts the call.

Efficient telephone campaigns

The new CTI interface simplifies your outbound processes to acquire new customers and to achieve customer loyalty. With "Click-to-Dial" the dialling can be initialised by CRM entries, which means they are assigned to such a telephone campaign.

Apart from this, it is possible, depending on your telephone system, to forward or redirect calls, to start call backs or to start telephone conferences directly by mouse click. With regard to your in-house communication, it can even be displayed if an employee is available: a status display shows if an employee is on the phone, is taking a break or is available.

A smooth integration

The new CTI interface offers a unique integration of Cycos mrs in GEDYS IntraWare 7, allowing you to work in your familiar user interface. The additional functions open up automatically - without time consuming training for your team. The interactive language applications are configured individually and perfectly adapted to your actual processes. The same is true for the routing logic for incoming messages.

Overview of important functions

Integration of unified messaging: fax, sms and voice mail

Computer Telephony Integration (CTI): activate a phone call by mouse click, directly from the contact data in GEDYS IntraWare 7

Receiving and sending messages centrally from the email box/GEDYS IntraWare7

Faxback forms with the choice of the cover letter and preview window

Comprehensive call journal about outgoing and incoming calls and unsuccessful call attempts

"Click-to-Dial" directly from the contact files of GI 7

Automatic identification of the person who is calling with the display of the contact data and customer's document history (email, fax, sms, ..) in GI 7

Message waiting indication and information about new messages, for example by SMS to the mobile phone

Retrieve messages by telephone, web browser, Lotus Notes email data base

Retrieve voice mails by mouse click on the PC or by the user's phone

Bundle all communication activities in your familiar GEDYS IntraWare 7 and Lotus Notes user desktop

Automatic activation of individual CRM workflows