AI TOOL PROFILE
InGenius Review: Computer Telephony Integration (CTI) Software
Pricing
Pricing was not clearly available from the provided evidence. A 30-day free trial is mentioned for some products; buyers should confirm current pricing on the vendor website.
At a glance
- Best for
- Sales Teams, Customer Support Teams, Contact Center Agents, Enterprise Contact Centers
- Key use cases
- Supporting Outbound Sales, Improving Help Desk Context, Managing Omnichannel Support, Monitoring Call Center Performance
- Integrations
- Salesforce, ServiceNow, Microsoft Dynamics 365, Genesys, Cisco
- Official website
- Visit ingenius official website
How AI is used
InGenius is a Computer Telephony Integration (CTI) tool designed to connect a business's phone system and its CRM. By integrating these environments, it helps agents access customer data and manage calls from a single interface.
The software is designed for contact center agents, sales teams, and help desk operations. It supports cloud-based and on-premise tech stacks, which may help businesses avoid overhauling existing phone infrastructure during implementation.
It is designed to address contact center friction points, such as manually searching for customer records during a call or logging interaction details after a call ends. It also supports environments where agents handle a mix of calls, chats, and emails.
Buyers should confirm that their specific version of CRM and telephony hardware is supported, as the tool relies on these integrations to function.
Key Features
Click-to-Dial
Supports initiating phone calls directly from a CRM record with a single click.
CRM Screen Pop-ups
Displays customer information automatically when a call arrives to provide agents with context.
Automatic Call Logging
Logs call details and interactions within the CRM to help reduce manual data entry.
Real-time Analytics
Provides dashboards and reporting on contact center metrics such as average handle time and abandonment rates.
Blended Agent Support
Supports agents managing a combination of phone calls, emails, and live chats.
Real-time Transcription
Transcribes calls in real time and supports connection with Salesforce Einstein AI.
Use Cases
Supporting Outbound Sales
Using click-to-dial to manage outbound calling from within the CRM.
Improving Help Desk Context
Using screen pop-ups so support agents have customer details available when answering calls.
Managing Omnichannel Support
Allowing agents to handle a blend of cases, chats, and calls through a connected interface.
Monitoring Call Center Performance
Tracking agent utilization and call outcomes via real-time analytics dashboards.
Integrations
- Salesforce
- ServiceNow
- Microsoft Dynamics 365
- Genesys
- Cisco
- Avaya
- Asterisk
FAQ
What does InGenius do?
- It is a Computer Telephony Integration (CTI) platform that connects a business phone system with a CRM so agents can access customer data and make calls without switching applications.
Which CRMs does InGenius support?
- It supports integrations with Salesforce (including Service and Sales Clouds), Microsoft Dynamics 365, and ServiceNow.
Does it work with existing phone hardware?
- It is designed to work with existing infrastructure, including on-premise and hosted PBX systems from providers like Cisco, Avaya, Genesys, and Asterisk.
Is there a free trial available?
- Evidence indicates a 30-day free trial is offered for some of its products.
Source category: Sales
Source subcategory: CRM
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