CTI that evolves with your telephony needs
Bring your own telephony (BYOT). InGenius expertly integrates on-premise and hosted-PBX business phone systems with Salesforce, ServiceNow, and Microsoft Dynamics 365 CRMs.
Drive more value from your telephony investment
InGenius computer telephony integration works with your existing infrastructure just the way you want it to.
- Help employees be more efficient at the office or from home
- Seamlessly shift from on-premise to cloud-based, hosted PBX
- Unlock new business insights with detailed call analytics in your CRM
- Engage customers wherever they are using omnichannel service and sales
InGenius makes it easier for contact center, sales, and helpdesk agents to be productivity rock stars. Reduce call handle time and after call work.
Improve customer satisfaction
Features like screen pop and CRM screen transfer mean your callers don’t need to repeat information and boost the odds of a first-call resolution.
Get a 360° view of agent interactions with deep reporting capabilities that go above and beyond what your phone system provides.
The most critical inbound and outbound contact center metrics
Measure what matters and visualize call data to quickly and easily spot trends with pre-built, customizable CRM reports.
Get advanced call analytics
- First call resolution (FCR)
- Service levels, average wait time, and active waiting calls
- Call abandonment rates
- Average speed to answer (ASA) and average handle time (AHT)
Uncover new operational efficiencies
- Agent utilization rate, idle time, and peak call hours
- Call drivers and call outcomes
Foster employee coaching and mentoring
- Number of calls per agent
- Meetings booked, cases handled
- Call outcomes, customer sentiment
Increase in cases handled
Increase in Net Promoter Score (NPS)
Of manual work saved per call