RSI’s tEnable for CRM & Telephony Integration
tEnable in simple words stands for telephony enablement. It makes the customer experience rich and allows them to connect with the brand or organization by enabling voice over the CRM applcations.

tEnable is designed and currently customized to work with Sage CRM.

tEnable will act as a front face of the organization to the customer with its in-built IVR application. It enables process driven communication for your Sage CRM investments, effectively supporting both pre & post sales aspects of your business. It supports self-service and marketing campaigns. The tEnable adaptor integrates seamlessly with Sage CRM enabling business to increase & improve customer reach and service. It’s built-in IVR support facilitates customer self-service thereby freeing-up valuable resources for new customer acquisition and service delivery. Additionally it enhances user and customer experience.

Key features of RSI’s tEnable

• IVR (Self Service)

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  Interactive Voice Response system is a self-service application that helps redirect calls to relevant agents or queues based on various pre-defined rules & business requirements. Additionally it also helps to capture information about a new potential customer or partner (lead) and provide status of an issue (case management).

• Caller Navigation (In Bound)

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  Caller Navigation feature identifies relevant caller and automatically brings up the caller details (record) as stored in CRM to the agent handling call, thereby facilitating factual communication with an appropriate response.

• Click to Call (Out Bound)

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  Click to Call enables one click dial to customer directly from the CRM User Interface, thereby simplifying reaching out to customer and improving CRM user experience.

• Call Transfer

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  Allows agent to consult or transfer call along-with UI to supervisor or subject matter expert.

• CRM Logs & Metrics

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  Automatically log and store call life cycle across Inbound, Outbound, Rejected and Attempted calls.

• Queue Management

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  QM allows defining various call queues along with call handling mechanisms.

• Call Reports

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  tEnable provides call reports to provide insights on inbound, outbound and missed calls. Additional reports and analytics can be developed as per requirements to better understand & leverage telephonic transactions.

For more information on RSI’s tEnable integration with Sage CRM, visit tEnableworld.com