CloudCTI

CloudCTI provides integration between Smokeball (and over 200 other CRM/ERP apps) with Xelion and other phone systems.

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Description

CloudCTI is a universal software service that enables telecom system manufacturers, service providers and resellers of telecom solutions to cover the need for CRM-and ERP integration of their customers. Many years of experience in this field resulted in a full featured software, serving this purpose.

It works with any CRM

CloudCTI supports almost any CRM or ERP application, including yours, that’s our long life mission. We integrate on request and mostly without extra charge, adding new CRM’s all the time to our portfolio of already hundreds of different CRM and ERP applications.

CloudCTI features many technologies that may serve to integrate CRM and ERP applications, even unusual, made-to-measure, bespoke and branch specific applications. This enables resellers to actively market and sell CRM integrations in a wide range of market segments.

Easy to implement

For a long list of standardly supported applications, our cleverly devised CTI Wizard automatically selects the appropriate technology and sets or detects most of the required settings. The CTI Wizard guides you through these steps of configuring the connection to your application and even enables users to integrate their homemade CRM themselves.
This makes the whole process quick and easy. Just try it yourself, you don’t have to be a software expert!

Cloud based

Cloud based solutions are easy to implement locally and since hosted VoIP and CRM are fast growing applications, CloudCTI offers a direct integration between these cloud based tools without the need of any locally installed software. Even a CloudCTI Webconfigurator is available, enabling the administrator to configure the software initially without any local software.

Also on premise CRM’s are integrated from our MS Azure datacenters in North West Europe or the United States with a minimum of local software.

API to automate provisioning

With the CloudCTI provisioning API, the provisioning of CloudCTI user accounts and licenses can be made effortless. The task is reduced to checking a CTI box in your own provisioning process, after which interconnected systems automatically create accounts for all selected users and assign their desired licenses.

Same sign-on

To improve the user experience, enhance security and reduce support effort on your organization, CloudCTI offers ‘same sign-on’*. The user can sign in with the credentials of their telecom system and does not need an extra set of credentials. That means no risk of unsafe CloudCTI passwords no need to reset lost passwords.

Media

Features

Comprehensive set of features to integrate Smokeball with your phone system

• Set up a call automatically (click-to-call) with a mouse click or hot key.
• Automatic recognition of phone numbers. Data as known in Smokeball pop up in a notification.
• This notification does not interfere during work.
• Is freely configurable.
• Space for up to four lines of info and, depending on the length, even more fields.
• Recognition from several CRM applications simultaneously is supported
• Multiple recognition in case a number occurs more than once.
• With one mouse click the caller’s record from Smokeball pops up and provides real time info.
• Any data from Smokeball available in the API can be displayed.
• Recognition is automatically updated daily (frequency adjustable).
• Any record in Smokeball may be configured to pop up.
• On an incoming call, the preview also displays the caller data and screen pop when the call is transferred from a colleague.
• Optionally, up to five buttons may be configured to perform additional actions: pop up from different screens in Smokeball or from a different CRM, create a call back message, copy and retain the caller's phone number for future usage, etc.
• Teams-CRM Integration fully supported, for more information see cloudcti.nl/teams.

Call history

A call history of the past week is shown, including a filter for in- or outgoing calls
Due to the cloud architecture, missed calls are registered in the call history even when users are not on their workspace and not logged in, including recognition of the caller
Contacts from the call history can be called back directly with a call button
Screen pop from the CRM and additional actions can be performed from the call list
Calls can be deleted from the list for privacy reasons

Search contacts in the CRM

Search contacts by name in the CRM-application, also possible to search in more CRM-applications
Set up an outbound call directly from the search results
Screen pop a CRM-screen directly from the search results
Recent history of search results is shown

Speed dial

A fixed list of contacts always visible for quick dialing
Easy to add contacts to the speed dial from the call list

Call logging and labelling

Calls are automatically logged in the CRM history with the related account and may be labelled with preset values like sale, prospect, etc. Also written notes could be added to calls.

Time registration

The duration of a call is measured and registered at the respective file in the CRM application. For several branches where time spent on calls has to be accounted for, this is a must have.

Click-to-call

To set up an outgoing call with a single mouse click or hotkey is a very convenient feature, saving time and preventing mistakes. We all are so used to this feature with our mobile phones, but it is not standardly available on business phone systems. Click-to-call not only supports phone numbers in the CRM application but may be used for any phone number on the desktop.

Preview the caller when recognized & screen pop the contact

Calling numbers are recognized and the corresponding name or other fields from the database are presented in the CloudCTI ‘toaster’. Any field from the database may be chosen, this is a user configuration. In some CRM’s the name is displayed in the CRM itself. Several CRM’s or databases may be integrated concurrently and a search in all of them will be performed simultaneously. The toast doesn’t get the focus when popping and informs the one to take the call without disturbing.

When a caller is recognized in the CRM database, the related contact record may be opened with a mouse click, providing real time information. Any screen within the CRM may be configured as the pop up screen. When the call is transferred to a colleague, the information comes along with it.
Also up to 4 extra automated actions may be added. Depending on the nature of the call, the related data may be automatically retrieved, or the appropriate action performed.

Integration Diagrams

Data

Contacts

Time Entry

Call Notes

Custom Fields