TAPI call centre connector for Creatio

The solution allows to seamlessly integrate your VoIP system with Creatio using the TAPI-based connector. Manage calls directly within Creatio, enabling streamlined workflows, instant access to call recordings, and comprehensive call analytics. Enhance customer interactions and drive efficiency with real-time call management and detailed insights.

TAPI is a widespread protocol among VoIP service providers. The list of supported VoIP providers and systems that work with the TAPI protocol:

• 3CX
• Cisco Unified Communications Manager
• Avaya IP Office
• Alcatel-Lucent OmniPCX Enterprise
• Mitel MiVoice Business and MiCollab
• Panasonic PBX KX-NS and KX-NSX series
• Siemens Unify OpenScape
• NEC SV9100 and SV9500

Use cases:

• Sales Teams: Automatically log calls, access client history, and analyze call performance to improve conversion rates.
• Customer Support: Streamline support processes by linking call records to customer profiles, ensuring quick and personalized assistance.
• Call Centers: Centralize call data for efficient reporting, tracking agent performance and identifying trends.
• Management: Leverage call statistics and recordings to make data-driven decisions and optimize team productivity.
• Compliance: Maintain a detailed record of call logs to meet regulatory requirements effortlessly.

Key features:

• Access all necessary information about a contact during the call in just a few clicks. Integrating the Creatio system with TAPI telephony will allow you to identify a contact by an inbound or outbound call and to instantly access the critical data such as contracts, orders, activities and other records.
• To work efficiently, an agent can indicate a call status (‘ready’ or ‘do not disturb’), put a call on-hold or transfer a call to another professional.
• Analyze the agents’ productivity with the help of analytical tools. You can evaluate the quality of customer communication, call duration, and agents’ efficiency based on a number of conducted calls per day and other key indicators.

Notes:

Please note, the list of supported VoIP providers and systems may be not full and can be changed in the future. Please contact your VoIP provider to find out if they support TAPI integration.