CRM++ in CTI frame work is a Call Center or Contact Center web-based solution based on Telephony Application Programming Interface (TAPI) framework. This Call Center Solution allows our clients to directly integrate telephone network into CRM On Demand and access it entirely through the familiar, browser-based interface. It can be seamlessly integrated with the most popular call center technologies including Cisco, Nortel, Avaya, Alcatel, Genesys, and On Demand Call Center vendors like Avaya On Demand and Pandora.

1. Computer Telephony Integration

2. Who are we
• Pioneers in SaaS based Customer Experience (CX) solutions and
early adopters of Oracle Cloud
• 800+ man years of deployment, implementation & migration
expertise
• 200+ certified CRM consultants
• 175+ successful CRM / CX deployments including custom
development and integration
• 100+ CRM training engagements globally
• 20+ countries with on site support presence
• CRM++ applications for accelerated
deployments (3000+ user base)
Computer Telephony Integration www.crmit.com
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3. Our Cloud Offerings
Fusion CRM
Fusion CRM
CTI
CTI Mobile CRM
Mobile CRM
CRM On Demand
CRM On Demand Right NOW
Right NOW
Social CRM
Social CRM SSP
SSP
ATG
ATG Email Workbench
Email Workbench Portfolio
Sales & Marketing Services Applications
Solutions
Solutions Services
Services Training
Training Testing
Testing Offerings
Oracle® Cloud Private Cloud @Customer
Cloud based CRM/CX Solutions `
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

4. CRM ++ Applications
Enabling rapid deployment and enhanced customer experience
Computer Self
Email Mobile
Telephony Social CRM Service
Workbench CRM
Integration Portal
3000+ users in sales,
Framework marketing, service &
support organizations
Oracle® CRM On Demand
Oracle® Cloud Private Cloud @Customer
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

5. CRM++ CTI
Inbound call
Agents
CRM OnDemand
CTI Features
Computer
Telephony
Click to Dial
Integration Customers
3000+ users in sales,
Framework marketing, service &
support organizations
Oracle® CRM On Demand
Oracle® Cloud Private Cloud @Customer
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

6. Integration Features
• Inbound and click-to-dial action call handling
• Automatic Call Wrap-Up
• Caller ID & Multiple call support
• Customer Interaction screen to record and track
a series of ongoing customer activities
• Call history and missed call logging
• Customizable user preferences
• Support for multiple sites with different telephone
systems
• Support for both Voice Over IP (VOIP) and
standard telephone systems
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

7. Integration Benefits
• Comprehensive CRM platform with unified screen-
based telephony
• Streamlined telephony activity within your
business
• Improved customer relationships, service levels
and customer satisfaction
• Manage service request lifecycle, submission -
follow-up - closure
• Increased telephone call efficiency and throughput
• Personalized telephone interaction - identifying
callers automatically
• Increased business productivity
•Computer Telephony Integration
Improved reporting & collaborative management. www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

8. Typical CTI–CRMOD Integration
Computer Telephony Integration www.crmit.com
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9. Inbound call integration
Computer Telephony Integration www.crmit.com
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10. Inbound call integration
Pre-requisites
Avaya one-X® Agent soft phone
should support screen pops
feature which invokes external
integration application passing
Caller ID.
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

11. Click to dial integration
Pre-requisites
Avaya Product details
- On click of a Call link, the CRMIT CTI Custom application invokes the URL/WS API provided by the
Telephony Vendor by passing Telephone number & Agent Extension parameters.
- The URL/WS API’s provided by the Vendor, connects the call to the customer through Agent Desktop.
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

12. Automatic Call Wrap-Up
Computer Telephony Integration www.crmit.com
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13. CRM++ CTI platforms
Computer Telephony Integration www.crmit.com
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14. Industries
Real Estate Manufacturing
• Well-implemented strategies for enhanced • Single information sharing platform for all
customer awareness the stakeholders of sales cycle
• Accelerated revenue success in the Real
Estate industry
Telecom Travel
• Understand relationship between industry • Capture various sales and
and business strategy communication activities of travel
• Align business activities to ensure practical business
resulting solutions
Healthcare High Tech
• Manage and track relationships among • Used by over 1/2 million product
stakeholders in the sales cycles designers and engineers worldwide
• Flexibility to modify and add new processes • Products are categorized under 3D
Mechanical design solutions
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

15. Industries
Banking & Financial Services Education
• Corporate, Wholesale, Retail banking and • Single information sharing platform
Mortgage financing for all the stakeholders of sales
• Reduce risk and increase productivity cycle
Insurance Life Sciences
• Capture various sales and communication • Understand relationship between
activities of travel business industry and business strategy
• Align business activities to ensure
practical resulting solutions
Retail & Distribution Consumer Goods
• Manage and track relationships among
• Used by over 1/2 million product
stakeholders in the sales cycles
designers and engineers worldwide
• Flexibility to modify and add new
• Products are categorized under 3D
processes
Mechanical Design Solutions
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

16. Key Differentiators
Building Technology Competency
Co-innovators of CRMIT’s CRM++ applications
Early adaptors of Oracle® CX and Oracle® Cloud
Flat, field-oriented management structure
Enabling nimble and quick response to clients.
Flexible and adaptable.
Proven track record of long term relationships
CRMIT has implemented some of the most complex solutions on Oracle®
technologies through onsite, near shore & offshore
Project Management
Proven project execution capabilities, quality/metrics focus and global
delivery, leads to successful projects and very attractive ROI
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

17. Partial list of customers
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

18. What do our customers say
Thanks for your super
support and very hard
work. These were executed
…CRM IT has demonstrated the
professionally and I
skills and abilities to met or
think we got the balance
exceed all of our business
right, judging by the feedback
expectations…….
and also from my
James T Lane
observations. Vice President - Sales Reporting
Saty Joshi, United Health Group
Interactive Marketing & CRM Marketing Excellence
3M
Throughout the process & requirements gathering workshops and the subsequent
week of determining solutions, completing activities etc, they have both been very
approachable. Their knowledge of CRMoD and their willingness to offer
proactive, practical alternative solutions wherever possible has made it a
pleasure to work with them.
David Atkinson, Functional Analyst, Suncorp Group Limited
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

19. Enabling Excellence
Best Customer Relationship
Management Program Award
2012 Winner
Best SaaS-Based Program Award
National
Award
for
E-governance
2007-08
*Awards and Accolades won by our CRM customers
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

20. Global Spread
v
Deployment base spread over 20+
Sales & Support Offices
countries
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

21. Reach us
Americas EMEA Oceania
1525 McCarthy Blvd 9 Devonshire Square, Suite 19, 103 George Street
Suite 1000 London EC2M 4YF Parramatta
Milpitas, CA 95035 UK NSW 2150
+1 972 215 0547 + 44 203 586 1248 +61 2 9186 2550
Japan Malaysia Rest of Asia
C/O. Kitatec K K C-1-15, SME Technopreneur Centre 2 # 14, CRMIT Towers,
2-21-7-703 Kiba, Koto- 2260 Jalan Usahawan 1, 63000 BTM Layout 1st Stage,
Ku, Tokyo 135-0042, Cyberjaya, Selangor Darul Ehsan, 100 Ft Ring Road
Japan Malaysia Bangalore 560068 India
+81 3 5809 8444 +60 123 19 55 03 +91 (80) 4292 5555
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.

22. Thank you
sales@crmit.com
Computer Telephony Integration www.crmit.com
© Copyright 2013 CRMIT. All rights reserved.