Altigen is the software that drives our phone system. It allows our brokers the flexibility they want in their phone system. With the use of direct dial lines (DID), one number access ("Follow Me"), Altiview Internet access and all its other features, you have the ability to get your calls whereever you are. You are also able to change how your calls are managed anytime you'd like.

AltiGen's AltiServ2™ IP and AltiServ OfficePlus are high-capacity business telephone systems that integrate the voice and data communications of telephones, voice mail, e-mail, web interactions, and both local and remote IP calling into one system. They are complete, affordable turnkey systems for businesses or branch offices of up to 1600 users. Features include chassis clustering, automated attendant, superior voicemail, one number access ("follow me") and Zoomerang® one button call back from voice mail, as well as comprehensive call detail reporting and built-in screen-pop with popular CRM. This system supports both traditional and IP telephones as well as Voice over IP functionality, Contact Center capabilities, AltiWeb applications, T1-PRI interface, IP networking and interoffice trunking.

Microsoft® CRM 
Integration of AltiGen Contact Center Products with
Microsoft Business Solutions Customer Relationship Management (CRM) Outlook and Excahnge Server.

As a Microsoft ISV, AltiGen provides Certified CTI Integration with Microsoft Business Solutions CRM. This built-in Microsoft certified Customer Relationship Management (CRM) integration was announced for AltiGen's Contact Center products, AltiContact™ Manager and AltiServ™ Contact Center.

Why Integrate CRM with Contact Center?
The perception of your service begins the moment your customer contacts you. While Microsoft CRM helps you provide top-quality customer service by streamlining your business processes. One limitation hindering the return on investment of any CRM application is that your customers may not experience a significant difference in service, if your contact center (Telephone System) is not tightly integrated with the Customer Relationship Management application.

Until now, Computer Telephony Integration of CRM solutions with contact centers was an expensive proposition that included high system integration costs and significant deployment timeframes.

Integration reduces costs and implementation times.
Microsoft CRM is integrated with two AltiGen products, AltiContact Manager and AltiServ Contact Center. This out-of-the-box Microsoft CRM integration offers businesses a truly comprehensive and affordable contact center solution. AltiGen provides built-in integration with other Microsoft software applications like Microsoft CRM, Microsoft Outlook® and Microsoft Exchange as well as Goldmine™, and ACT!™. An AltiGen contact center will have a significantly reduced system integration cost and a significantly shorter deployment timeframe for Computer Telephony Integration with CRM solutions.

With AltiGen's complete Microsoft CRM Contact Center integration, organizations can:
• Route calls to the right talent to service customers
• Improve business efficiency by improving business processes
• Enhance customer service by automatically presenting advance customer information to agents as calls ring
• Identify customer needs and collect service information when receiving telephone or Webs calls
• Measure and manage the service quality of internal contact operation
• Eliminate traditional barriers to successful CRM implementations
• Significantly reduce implementation costs and timeframes

Inbound calls are routed with AltiGen's intelligent call routing or Integrated IVR. Using the CRM integration businesses can automatically “screen-pop” CRM records. This automated screen pop and delivery of customer information to the agent or service representative businesses can significantly reduce transaction times. This allows AltiGen customers to improve customer service, increase transaction volumes and increase revenues associated with customer calls.

What is the AltiGen Advantage?
With most traditional telephony vendors, a custom middleware application would need to be written and additional hardware implemented to enable this type of timesaving information delivery “screen-pop.” Multiple systems on multiple divergent platforms would have to be coupled with complex integration. Once Microsoft CRM is installed, integration to the AltiGen Contact Center is accomplished using the Microsoft CRM integration interface provided within AltiGen's contact center software.

AltiGen's Microsoft CRM integration offers the following capabilities to contact center agent desktop through the AltiAgent client:

 
• Define individual workgroup preferences to screen pop one of the following MSCRM web pages.
  - Contact page based on caller ID or caller entered 10 digits phone number.
  - Account page based on caller ID or caller entered account number.
  - Order page based on caller entered order number.
  - Case page based on caller entered case ID.
  - Invoice page based on caller entered invoice number.
  - Contract page based on caller entered contract number.
  - Product page based on caller entered product ID.
• Using dialed number (DNIS) to pop one of above CRM pages for workgroup call.
• Service agent can belong to multiple groups different CRM pages can be delivered for different workgroup calls.
• Centralized web based management and local configuration for windows control
• Option to create new CRM window for each call or update record on existing window.
• Option to minimize CRM window when call is completed.
• Basic Contact page screen pop is also available at the extension user desktop through AltiView client.

For more information click here.