CRM Integrator for ACT!

CRM Integrator for ACT! ConverTec's CRM Integrator provides seamless integration of Nortel’s Business Communications Manager (BCM) and Norstar phone systems to Sages ACT!

Today's business environment means having to juggle between multiple applications on the desktop. CRM Integrator integrates the two most often used tools in the office, ACT! and your Nortel phone. This seamless link elevates ACT! to new levels providing the user improved productivity, a user friendly experience and best of all, improved Customer Service.

Improved Customer Service

Can you imagine calling a company and the person answering your call knew who you were and had all your account details at their disposal before they answered your call? No waiting, no repeating information, just results.

CRM Integrator conveys to the customer a sense of competency and improves the quality of customer interaction.

CRM Integrator for ACT!

Outbound dialing is performed by "click to call" from the ACT! contact record ensuring customer details are available, again improving the quality of customer interaction. No more miss dialled numbers. It's been proven that using CRM Integrator can improve outbound dialing efficiency by 35%. The ConverTec TAPI Service Provider is standards based, which means it also provides outbound dialing capabilities from any TAPI compatible application such as Microsoft Outlook and Goldmine.

Features available;

Answer your Nortel BCM or Norstar phone
Place calls on hold
Release (hang-up) a call
Turn Do Not Disturb on or off
Displays Caller ID (CLID) name & number. A maximum of 2 concurrent calls can be displayed
Displays intercom callers
Search for ACT! contacts using CLID number - the search can be configured to be automatic, manual, upon ring or upon answer
Ability to add a new contact if not found - CLID name and number will be used to automatically populate the Company and Business phone fields respectively
Displays all contacts that contain a match for a phone number search. A specific contact can then be selected and opened from this list
Call History including missed calls with "click to call"
Outbound dialing using ConverTec’s TAPI Service Provider
Set your status or presence to other ConverTec applications such as Console.NET and CALL Navigator. i.e. "out for lunch"

			A person can change their status using their phone or CRM Integrator A persons status is displayed on a colleagues Nortel phone when called This feature is company wide and is independent of the number of licensed CRM Integrator users. A persons status is also displayed in other ConverTec applications such as Console.NET and CALL Navigator This "electronic whiteboard" improves office communications and customer service

Dockable toolbar allows you to define where you want CRM Integrator positioned on the desktop and how it behaves upon incoming calls

User Friendly

CRM Integrator is supplied as an ACT! plug in and because of it's unique docking capabilities there are no obtrusive screens allowing full view of the ACT! user interface. Calls are displayed within the CRM Integrator toolbar along with all call control functionality.

Integration - What people are demanding

Integration doesn't stop at the desktop. CRM Integrator is enabled by a multi-site server called ConverTec Communication Server (CCS). CCS allows multiple sites to be networked which means employees across the enterprise can experience the benefits of using CRM Integrator.

Expandability

CRM Integrator customers have the ability to easily and economically add additional ConverTec applications and build upon their original investment. The ConverTec Communication Server (CCS) platform is the engine that drives all ConverTec applications such as CALL Analyst (web based call reporting), Console.NET (PC based Attendant Console) and CALL Navigator (Desktop Call Control).

Reliability

ConverTec Inc. realizes that software applications aren't much good if they're unreliable and end up being left on the shelf. For this reason ConverTec is committed to providing products that are developed with proven technology, thoroughly tested and designated as a Compatible Product by Nortel. CRM Integrator for ACT! v1.0 has also been certified by Sage.

All products on the CCS platform come with ConverTec's Assurance Plan for the first 12 months of ownership which includes; remote installation, remote training, toll free support, no cost upgrades and Remote Assistance.

ConverTec is one of the original Nortel Developer Partners and is recognized as a leading CTI developer worldwide. ConverTec has developed a close relationship with Nortel which allows for a cohesive product development strategy and intimate knowledge of their proprietary integration methodologies. ConverTec is also a Microsoft and Sage Developer Partner which is a key ingredient ensuring the latest development tools are utilized to deliver state of the art communication applications to the market place.