PHONE-LINK Sales Presentation 2013
Product Architecture At the heart of the PHONE-LINK software is the user interface. This Unified Communications tool allows full control of your LG Communication system and its integration with CRM systems. PHONE-LINK is compatible with LGIPECS,LGipLDKandLGLDK.
Client Overview PHONE-LINK has three versions: PHONE-LINK Standard, PHONE-LINK Outlook and PHONE-LINK CRM The client program has the same user interface for each and just simply uses a different client license type. PHONE-LINK Standard provides Call Control, Presence and Chat. PHONE-LINK Outlook provides the same functionality and Standard license as well as the Microsoft Outlook integration. PHONE-LINK CRM is the highest license category which provides both Standard and Outlook functionality and on the topofthatallowstointegratewithanyofthestandardcrm* *See slide 23 CRM Integration
System Tray Option The PHONE-LINK application operates either from the a system tray menu, Phone window or preview menu. Right clicking on the application in the system tray gives direct access to the following features: Recently dialled numbers Presence list Make call from phone window Call history list Favourite contacts Open Main menu in the phone window Message History Address Book PHONE-LINK Settings System Tray Menu
Phone Window and Preview Window The PHONE-LINK Phone Window and Preview Window offer real time call control and application integration. Preview Window Phone Window System Tray Menu Options Menu Caller Details Call Type Call Control Options CRM Options Call Details
Call Control Incoming call control options include the ability to blind transfer, place on holdandconsult.anoptionisalsoavailabletoaddthecontacttotheaddress book.
Call Control Call controls for outgoing calls have the same options and will also display information about the area called and any time difference. In this case the system has translated the 0081 92 code as Fukuoka in Japan and displayed the local time.
Call Pick Up Users can use the Presence Window of PHONE-LINK to see the status of other users phones. If a call is not being answered, users can pick up the call to reduce the number of missed calls and therefore, potential missed business.
Making calls PHONE-LINK has a range of options for providing click to dial from your desktop PC. Dialling Options: Free type from Phone Window Clipboard Browser TAPI Last number redial and full call history From CRM contact window From CRM integrated address book Advanced dialling: Dialling Wizard to train PHONE-LINK to dial from as yet-unseen applications Bespoke dialling for developers to include in their own applications.
Quick Dial Menus PHONE-LINK allows numbers to be dialled quickly and simply by entering them into the dial box on the popup menu. This offers a fast and efficient way to copy and paste numbers or simply enter them from the computer keyboard.
Recent Dial Access The recent dial menu provides an overview of your recent activity. Select any of these calls from this menu will dial these numbers offeringaquickwaytocallacontactthatyouspoketorecently.
Internet Dialling PHONE-LINK will scan web pages and recognise telephone numbers on these pages. Numbers are then displayed as Hyperlinks. Clicking on the link allows PHONE- LINK to dial the number. In addition, PHONE- LINK offers a call from the clipboard function, allowing number to be copied and dialled.
Call History The Call History window allows users to view calls that they have made and received recently as well as calls that have been missed. Clicking on the phone number will allow a calltobemadedirectlytothatnumber. Filter calls by direction, internal or external, missed or answered, time and duration. Call History can also be accessed from other extensions on view in the presence list. Any extension can be selected and their incoming and outgoing calls can be viewed. This feature can be fully controlled using Security Policies and disabled as required. View call history specific to an external contact (CLI) from their shared address book entry.
Internal DDI Forwarding In the event of a call being made to a number which has call forwarding set, the destination of the incoming call will be displayed. In this example a call has been made to Matthew s DDI. The call has been forwarded so the incoming number is displayed as well as the internal number the call was originally routed to 103 Matthew.
Address Book The shared address book allows the user to create, edit and delete contacts that may regularly be used and store them in a central location. The search function will search the shared address book, but will also search through any CRM databases that PHONE- LINK is integrated with. View the call history of a contact from the shared address book
Presence Settings The Presence window allows users to quickly see the availability of their colleaguesandtocheckwhotheyareonthecallwith.
Security Policies Security Policies allows certain features to be enabled and disabled by user. Multiple Security Policies can be created by the Administrator on the server Create a completely secure system tailored to the security requirements
Messaging Chat Integrated Chat window. Multiple Chat windows having one window for each conversation. Send messages to multiple recipients simultaneously.
Elements of Application Integration Caller Preview Caller Preview displays the caller or called party name in the preview (toast) or phone window when a match against CLI is found in connected (integrated) application Contact Popping Contact popping enables a callers contact record in the connected application to be displayed simply by clicking an icon on the preview / phone window (assuming a match is found) Address Book/ Directory searching The is a feature of PHONE-LINK that enables the user to concurrently search multiple connected address books andthen clicktodial fromtheresults. Click to Dial This feature transposes a dial symbol on a number field within Microsoft Outlook or CRM applications (must be integrated)
Interface & Buttons Settings Interface settings enables you to control the software interface allowing you to set the preview or phone window on the incoming/outgoing calls and messages. Buttons settings enables you to assign the F keys to speed up the call control allows as to add custom buttons to your Phone window (e.g. button to launch your bespoke CRM).
Integration Application Current Version Version Supported PHONE-LINK PHONE-LINK PHONE-LINK Standard Outlook CRM ConnectWise 2012.1 2012.1 egroupware 1.8 1.0-1.8 Goldmine 9.2 5.5-9.2 LDAP N/A N/A Lotus Notes 8.5 7-8.5 Maximizer 12 9-12 Microsoft Access 2013 2000-2013 Microsoft Dynamics CRM 2011 3, 4 & 2011 Microsoft Dynamics NAV 2013 4-5 Microsoft Outlook 32bit 2013 2000-2013 Microsoft Outlook 64bit 2013 2013 Netsuite 11 11 ODBC N/A N/A Sage 50 Accounts (UK Edition) 2012 2008-2012 Sage ACT! 2013 2008-2013 Sage CRM 7.1 7.0-7.1 Sage SalesLogix 7.5 7.2-7.5 Salesforce CRM Enterprise Enterprise Sugar CRM 6.6 5.0-6.6 SuperOffice CRM 7 6.1-7 vttiger 5 5 Zoho CRM 4 4 Note: Outlook 64 bit integration is compatible with Windows 7 onwards
Microsoft Outlook Integration MS Outlook contact searching Search telephone numbers or names within the address book, will show information of your outlook contact. The number can be selected to make a phone call. Note: Outlook 64 Bit Supported MS Outlook dialling Integration Call your contacts from you outlook application with just one click.
Software Assurance UK Pragma s Software Assurance product is designed to protect a customer s investment through the product life cycle. Customers subscribing to Software Assurance will gain the following benefits: Upgrades to the latest major or minor version of the product, ensuring full benefit from new product features and functions Access to product and technical support offering maximum product effectiveness Any customer not subscribing to Software Assurance will still have access to the standard three month warranty.
Software Assurance A software assurance program has been designed to protect a customer s investment through the product life cycle. Customers subscribing to Software Assurance will gain the following benefits: The right to upgrade to the latest major or minor version of the product, ensuring the customer can benefit from new product features and functions. Maximize product effectiveness with access to product and technical support. If Software Assurance is purchased with the original license sales then two years ofcovercanbepurchasedforthepriceofone. Pragma advise that any existing customers upgrading to newer software edition, first check with Pragma that the correct licenses are installed on their PHONE-LINK server prior to completing the upgrade. 24
Benefits PHONE-LINK makes users more productive. Clicktodial:makinguseofClicktodialcanmakeasignificant impact on efficiency, saving between 10-15 minutes for every hourofcalltime. Contact Popping: pop a callers CRM record simply by clicking the icon in the call Preview window and save 10-15 minutes foreveryhourofcalltime. Search: ensure you find your contact details first time simultaneously search multiple contact databases (without having to open the application) Unified Interface: unified interface works the same across all integrations, providing a single learning curve and reducing end user training requirements as well as providing a consistent user experience.
Benefits PHONE-LINK makes users more professional. Saving customers time: reducing the time spent on each phone call saves not only the company s time, but also the customer s. This doesn t just save money, it improves customer experience. Personalisation: allows the user to open a customer record before even answering the phone. This lets you, the user, provide a personalised service, making the customer feel appreciated and valued. Presence and Chat: see colleagues availability at a glance or chattotheminrealtimetoassistwithcalltransferandensure a caller is never transferred to busy or unattended extension.
Markets for PHONE-LINK Inbound Contact Centres Any company that is involved in incoming callers that need to integrate with their CRM system Support Helplines Companies with customer or technical support who require a full audit trail of calls Telemarketing Companies Companies involved in telemarketing campaigns requiring close integration of telephony and CRM Hospitality Booking Companies within the hospitality sector providing repeat business to customers via CRM systems
PHONE-LINK Benefits Summary Improved Productivity Quick access to contact numbers. Quick dialing operation Increased Customer Responsiveness Immediate access to customer records via CRM package and Contact databases Real time visibility of colleague status saves wasted calls
Pragma Solutions To Purchase: To purchase PHONE-LINK, Resellers should contact their local distributor. Not all distributors sell software assurance. The reseller should contact Pragma directly in such cases. To contact Pragma please email: orders@wearepragma.co.uk Alternatively call us on: 01444 480900
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