Custom CTI Connector

About

MaxCTI, a custom CTI Connector is based on universal ESTOS ProCall CTI driver with support of variety of telephone systems out of the box, that allows to create CTI applications faster!

To the moment MaxCTI is available only for GoldMine Premium Edtition CRM System.

MaxCTI Connector enables two basic features for GoldMine users: a screen-pop and a click-to-dial functionality.

  • Screen-pop feature allows users to see call-completion window linked to a profile of a calling customer when a call comes in. Calling customers are usually identified by telephone number stored in GoldMine database;
  • Click-to-dial feature allows users to dial a contact currently selected or opened in GoldMine CRM System.

 

Benefits

Studies show that these two features can dramatically optimize daily call handling routines.

Problem Solution
 

When a call comes in to a company, an employee should carry out a number of tasks:

  • First he has to identify a customer. He has to recognize customer name correctly.
  • Then he needs to find the contact in the database manually and make sure that he finds the person who's calling at the moment not the other one with the same name, for instance.
  • Once this is done, the employee opens a call completion dialog to enter call data.
  • And we can imagine how the customer is frustrated when he, for example, calls back in few minutes and has to repeat the identification story again.

 

  •  MaxCTI Connector automatically finds a caller profile when a call is being received. This allows you to optimize call handling routines by 30 seconds per inbound call and 15 seconds per outbound call.
  • If you run a busy call-center, this also means that you can service a higher amount of calls, since more lines and agents are available.
  • Finally, the automation that screen-pop and click-to-dial features provide help employees make less mistakes when searching data and dialing phone numbers.

 

  Advantages

  • MaxCTI Connector supports a huge number of telephone systems and PBXs out of the box, that makes it a truly universal connector;
  • Out of the box support of a variety of telephone systems allows to implement CTI with minimum efforts in comparison to full-scale development of a dedicated interface for a specific telephone system;
  • Simultaneous control of telephone systems of different vendors;
  • Language support: English, German, Italian, French, Russian;
  • Integrates directly with telephone system without intermediate PBX;
  • Flexible and extendable architecture.

MaxCTI is Microsoft Windows-based solution that consists of client and server CTI applications. CTI server is responsible for interconnection with telephone system and includes authentication module. Client CTI applications are to be installed on end-users workstations.

 

Demo

Watch the video showing MaxCTI connector at work for GoldMine CRM system.

Further Steps