Computer telephony integration to fuel efficiency
Increase agent productivity and earn happier customers with a seamless connection between your CRM and business phone system.
Streamline contact center operations with CRM phone integration.
Connect your existing phone system with your CRM.
Drive more successful service and sales with one simple, smooth integration that supports unique and complex contact center workflows.
- Increase customer satisfaction and improve your Net Promoter Score by as much as 50%.
- Add instant value to your existing tech stack and bottom line, without overhauling your infrastructure.
Boost productivity without compromising quality.
Standardize contact center best practices across teams and empower your agents to get more done—without ever leaving your CRM.
- Empower agents to place, answer, and transfer calls from within your CRM, with added caller insights.
- Increase case handling capacity with blended omnichannel agent support, while reducing case resolution times.
Deliver personalized service, sales, and helpdesk.
Give agents valuable caller information from your CRM in the moment—and enable them to efficiently capture and act on important call details.
Monitor and measure employee performance.
Track it all, from successful call counts and agent talk time to call volume and call results, and optimize resource availability during peak hours.
Identify common caller pain points and call trends.
Accurately capture call drivers, then spot trends with visual reports and dashboards in your CRM to help you make better business decisions.
Moving to Upland InGenius has allowed us to hit our 3-hour SLA 100% of the time. Previously it would take almost a full day!
Justin Glass, Chief Digital Officer
United Wholesale Mortgage
What is CTI?
Computer telephony integration, or CTI, is a technology that connects phones to computers—helping contact center agents save time, be more productive, and improve customer satisfaction.
We work with your existing CRM and phone system.
Upland InGenius integrates these popular CRM platforms and phone systems, with the ability to customize to your needs.
CRM integrations
Microsoft Dynamics 365
- Supports Microsoft Dynamics 365 online and on-premise
- Compatible with all supported phone system integrations
- Seamless omnichannel environment to support blended agents
Salesforce
- Supports Salesforce Classic and Lightning in Sales Cloud, Service Cloud, Financial Services Cloud, and Health Cloud
- Compatible with all supported phone system integrations
- Seamless omnichannel environment to support blended agents
- Coming soon – InGenius for Service Cloud Voice
ServiceNow
- Works with Customer Service Management (CSM), HR Service Delivery, and IT Service Management (ITSM)
- Compatible with Avaya, Cisco, and Genesys phone systems
- Advanced Work Assignment to support blended agents
Phone system integrations
Asterisk
- Supports Asterisk versions 13 and 16
- Compatible with Microsoft Dynamics 365 or Salesforce
Avaya
- Supports Avaya Aura Communication Manager, Aura Call Center Elite, and IP Office
- Compatible with all supported CRM integrations
Cisco
- Certified for Cisco Unified Contact Center Express (UCCX), Unified Contact Center Enterprise (UCCE), Unified Communications Manager (CallManager), and Packaged Contact Center Enterprise (PCCE)
- Compatible with all supported CRM integrations
Genesys
- Supports Genesys Engage integration with Microsoft Dynamics 365, Salesforce, or ServiceNow
- Supports Genesys Cloud integration with Microsoft Dynamics 365, Salesforce
- Seamless migration experience for customers switching from Genesys Engage to Genesys Cloud
Mitel
- Supports Mitel MiVoice Business and MiContact Center Business
- Compatible with Microsoft Dynamics 365 or Salesforce
Twilio
- Supports Twilio Task Router or Twilio Flex
- Compatible with Microsoft Dynamics 365 or Salesforce
Reliable products.
Real results.
InGenius
Southern Glazer’s Wine & Spirits Wins at Customer Advocacy and Inside Sales
Southern Glazer’s Wine & Spirits needed computer telephony integration (CTI), but wanted a solution that could span multiple teams and complex infrastructure, which consisted of different CRM versions, phone systems, and telephony switches.
Context. Convenience. Configurability.
Upland InGenius delivers a user-friendly experience with features designed to save time and support positive call outcomes.
Calls with context
- CRM screen pop on agents’ screens before calls are picked up
- Caller ID or customer-entered interactive voice response (IVR)
- Fully configurable to show leads, contacts, accounts, and more
Quick, accurate dialing
- Click-to-dial directly from any CRM record
- Preview dialer and voicemail drop
- Configurable speed dials and search-and-dial functionality
Automated call logging
- Inbound and outbound call records logged directly to your CRM
- Capture of call duration, subject, and comments
- Customizable call note templates and wrap-up codes
Seamless call transfers
- One-click transfer buttons
- Automatic CRM screen transfer popped to the subsequent agent
- Each agent call logged within the related records
Simple setup and maintenance
- Risk-free 30-day pilot
- Quick deployment with an online meeting
- Easy license management across multiple locations
- Multi-platform, multi-browser, multi-line support
Reliable, secure technology
- 24/7 uptime and High Availability infrastructure
- Multiple phone switches for high call volumes
- All data transmitted inside your firewall
Convenient, configurable access
- Single point of authentication and single sign-on (SSO)
- Individual user permissions
- Granular security settings
Intuitive interface
- One-click buttons to create new leads, contacts, and more
- Integrated call controls
- Integrated language translation
Conquer contact center operations.
Pair Upland InGenius with other products for delivering exceptional customer service.
Resources to drive impact
The Value of CRM Phone Integration
Integrating phone systems into a CRM in the contact center is an easy way to save time and improve the customer experience.
Discovering CTI – An Inside Look at Computer Telephony Integration
By offering a set of cutting-edge, efficiency-boosting applications, CTI can rapidly improve agent performance
7 Reasons why Contact Centers Should Invest in Omni-Channel Solutions
Omni-channel solutions are designed to unify multiple points of interaction within a common queue, and deliver seamless, convenient conversations at any time.