Computer Telephony Integration |
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CTI Connection
FunctionSibilo CC Sibilo Contact Center seamlessly integrates with your CRM
tools and your your company’s specific business applications. With this
technology, call up your customer file using the caller’s telephone
number or by entering the customer’s number by keyboard or by voice
into your speech server (upstream of the queue). CTI is not limited to
simply coupling your telephone equipment to your information system.
It’s much more, CTI will operate with your whole range of media. CTI
will also allow you to archive emails in your CRM or trigger a call to
a customer by clicking on an ERP file.
With CTI, set up links with other applications based on origin of call, type of call or type of media.
By its standardized design, Sibilo CC provides full connectivity with
our integrator partner equipment, facilitating setup, and functioning
as a seamless extension of your organization. A wide range of
configurations can be created using business tools including CRM,
technical support and other more specific tools.
Have a look at our connectivity capabilities with other softwares in our « Partners » section.
An integration exampleFor the SMACL mutual insurance company’s customer service project,
App-line bridged with the E-DEAL CRM tool using Sibilo’s CTI features
to provide SMACL with sophisticated skill-based call routing. The
calling parties are identified within the Contact Center by a single
sign-on system. Thanks to the E-DEAL CRM coupled with App-line’s CTI
tool, customer enquiries are processed fast and efficiently with
customer files displayed directly on the Agent screens. The built-in
“Call” button enables agents to generate outgoing Calls from a unified
interface.
 Integration of Sibilo Contact Center in Sage CRM (Flash)
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Solutions