Concept of KeylinkCTI - Standard software for Computer-Telephony Integration (CTI) - Distribution ready, easy implementation - Partnerships KPN, Eircom and CRM providers - Any PBX, any CRM - Microsoft based

Concept of KeylinkCTI - Over 1.000 companies use Keylink CTI - Over 100 CRM / ERP applications integrated - Every application successfully integrated - without exception

Concept of KeylinkCTI Advantage of CTI - Customer friendliness - Process improvement - Efficiency - Employee satisfaction

KeyLink CTI: Click-to-dial • • • • • • • • • - Dial from any CRM - Many methods supported Command-line parameters url CallTo ActiveX COM Vbs assisted telephony Dde Clipboard etc.

Traditional Design – on premise ISDN

local premises

tcp/ip

Cloud Design – services moved off premise All interfaces traverse tcp/ip: - KeyLink<->PBX: csta/tapi/etc.

- KeyLink<-CRM/ERP: odbc/.csv/xml/ldap - KeyLink<->ScreenPopClient/Plugin: propr./html

local premises

tcp/ip

Federation Design – on/off premise ISDN

local premises

tcp/ip

Communication systems - Siemens (CSTA) - Alcatel / Vox NOVO - Panasonic (CSTA) - Cisco Call Manager - Avaya - Vox DAVO / MDS Gateways - Etc.

General CTI Scenario

1. Replicate relevant tables from multiple databases

• • • • • • using: odbc active directory MSExchange .csv

xml web services (ews) display information in notification on incoming call click

2. Show contact in CRM application

• • • • • using: COM/DDE (eg. SuperOffice) url (eg. Navision) keystroke emulation (eg. Filemaker Pro, any bespoke CRM application(!) command-line parameter (eg. DbFact) Proprietary soft phone (eg. Salesforce, Unit4)

odbc configuration

KeyLink CTI 1 : Customer Recognition - Any database - Standard replication for top 10 databases / CRM - Wizard method, no configuration required - Any standard protocol (ODBC, .CSV, Exchange, Active Directory, ExchangeWebService, xml, etc.)

KeyLink CTI 2 : Screen Pop - Any CRM including bespoke applications - Standard methods for top 100+ CRM/ERP applications - Wizard method, no skills required

KeyLink CTI 2 : Screen Pop - Easy to use ScriptEditor for bespoke applications - All standard interfaces are easily configured for connecting to specific applications (url, com, dde, keystrokes, command-line, proprietary soft phones)

KeyLink CTI 2 : Screen Pop methods - URL - COM/ DDE - Keystrokes - Command-Line

FileMaker

- Proprietary soft phones

KeyLink CTI Virtualization

KeyLink CTI Multi-tenant

(multi-tenant PBX)

Service center

Good morning Mr Winter, how can I help you?

Service center

My washing machine is out of order.

Service center

OK, I have your data on screen.

Service center

I will send a technician to your address this afternoon

Service center

That’s great, thank you very much!

Doctors office

Good morning Mr. Müller! You want to make an appointment?

I have your patient record on my screen

Doctors office

I'm glad I could come on this short notice!

Doctors office

Now we have more time for our patients

Doctors office

Car Dealer

Goodmorning Mrs. Johnson, what can I do for you?

Goodmorning, I wondered when my car will be ready for pickup?

Car Dealer

That is great! I will be there at 5pm Your car will be ready in a few hours, so you can pick it up this afternoon

Thanks for the great service!

Car Dealer

Enjoy driving again!

Autodealer

customer satisfaction is our top priority

You guys put me out of work!

Car Dealer

Buenos días, señor Rodríguez, ¿cómo puedo servirle?

Transport

Quisiera información acerca de un parto

El transporte está prevista para el …

Transport

Gracias, sé lo suficiente!

In the transport sector it is important to save time and make no mistakes!

Transport

The Screenpop Company