Founded in 1986, InGenius has since become one of the world’s leading computer telephony integration developers, providing cutting-edge communications solutions that connects existing telephone systems into leading CRMs to provide enhanced user productivity and improve customer experience.
As a computer telephone integration (CTI) software vendor, InGenius offers an effective communications solution that is used to link CRM software such as Microsoft Dynamics, Salesforce and ServiceNow to business telephone systems from industry leading brands such as Asterisk, Avaya, Cisco, Genesys and Mitel.
In order to find out how InGenius helps companies delive world class customer service, we decided to put their Connector Enterprise to the test and give a full review of all of the available features.
How does it look?
With its simple, user-friendly, web-based interface embedded directly into the CRM, InGenius requires little training and provides a single pane of glass that enables users to quickly access and log customer information with next to no effort.
What can it do?
Of the many InGenius Connector Enterprise features available, screen pop allows agents to provide a personalised greeting to the caller by matching on phone numbers or customer-entered IVR information so that agents are always prepared. Screen Pop reduces average call handle time, providing a productivity boost that saves money for the business.
The innovative CRM screen transfer ensures information captured and logged by an agent can easily be transferred to any subsequent agents so that customers never have to repeat information. This allows for a warm start to all calls for a better customer experience, and more efficient hand-off between agents.
Similarly, with the call logging feature, InGenius enables agents to easily capture calls in the CRM for better reporting and decision making. Agents can quickly add notes with configurable call log templates and wrap-up codes defined by your business. This level of logging automation lowers average handle time for agents.
Efficiency is key, and with InGenius’ click-to-dial with intelligent dialling agents are able to quickly and easily place calls by clicking on any phone field in a record, or using one-click speed dial and search-and-dial functions for rapid dialling. The InGenius intelligent dialling feature ensures that click-to-dial adapts phone data to in-country, regional and carrier dialling patterns to prevent frustrating call failures.
InGenius requires no surplus deployment charges, no call queue, IVR or call routing changes, is highly scalable (1000+ users) and offers maximum flexibility that meets the telephony and CRM requirements for every area of an organisation. With it, end users are able to work much more efficiently while the web-based console enables contact centre managers to control, edit and manage their agents’ interface in real-time without the need for IT department assistance.
What did we like most?
Though InGenius has many features that help drive user productivity, reduce call costs and ensure customers remain happy with the service they receive from the company, we were particularly impressed with the fast return on investment that can be realised with InGenius. InGenius leverages existing infrastructure, ensuring that companies that have invested millions of dollars into their phone systems and their agent workflow can continue to use their existing investment. InGenius integrates with what customers already have, by gluing their phone systems right into the CRM.
Who is it for?
As a CTI software solution that is designed to cut down call times, improve CX and deliver greater, simplified control over large volumes of calls, InGenius is the perfect solution for any busy contact centre, customer service or helpdesk environment.
UC Today Opinion
With InGenius installed, we feel confident that contact centres would see a drastic improvement in agent performance and customer experience, and in an evolving market where new generations of customers have come to expect instant results from the businesses they deal with, it pays to invest in a solution that will help them meet these demands.
As well as building the reputation of the brand as a reliable, customer-first company, the reductions in calling costs and increased productivity rates of employees makes InGenius a worthwhile investment for any forward-thinking business.
Have you had any experiences with InGenius? Do you feel it lives up to the hype? What kind of impact has it had on improving staff performance and gaining customer satisfaction in your business? If you would like to share any thoughts or opinions, please feel free to submit them to the comments section below.
