Concept of Keylink CTI Standard software for ComputerTelephony

Concept of Keylink. CTI - 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 Keylink. CTI - Over 1. 000 companies use Keylink CTI - Over 100 CRM / ERP applications integrated - Every application successfully integrated - without exception

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

Key. Link CTI: Click-to-dial - Dial from any CRM - Many methods supported • • • Command-line parameters url Call. To Active. X 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: - Key. Link<->PBX: csta/tapi/etc. - Key. Link<-CRM/ERP: odbc/. csv/xml/ldap - Key. Link<->Screen. Pop. Client/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 display information in notification on incoming call using: • odbc • active directory • MSExchange • . csv • xml • web services (ews) click odbc configuration 2. Show contact in CRM application using: • COM/DDE (eg. Super. Office) • url (eg. Navision) • keystroke emulation (eg. Filemaker Pro, any bespoke CRM application(!) • command-line parameter (eg. Db. Fact) • Proprietary soft phone (eg. Salesforce, Unit 4)

Key. Link 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, Exchange. Web. Service, xml, etc. )

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

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

Key. Link CTI 2: Screen Pop methods - URL - COM/ DDE - Keystrokes - Command-Line File. Maker - Proprietary soft phones

Key. Link CTI Virtualization

Key. Link 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?

Doctors office 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

Car Dealer Goodmorning Mrs. Johnson, what can I do for you? Goodmorning, I wondered when my car will be ready for pickup?

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

Car Dealer Enjoy driving again! Thanks for the great service!

Autodealer customer satisfaction is our top priority

Car Dealer You guys put me out of work!

Transport Buenos días, señor Rodríguez, ¿cómo puedo servirle? Quisiera información acerca de un parto

Transport El transporte está prevista para el … Gracias, sé lo suficiente!

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

The Screenpop Company