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OAK SmartConnect

OAK SmartConnect is a powerful CTI software suite that integrates your CRM / bespoke back office system with your phone system. Abbitek offer SmartConnect as stand alone / integrated to your existing systems or as an option on our own installed business systems primarily from Avaya.

SmartConnect seamlessly integrates with popular business applications offering database integration, popping and dialling. SmartConnect integrates to over 100 business applications databases including Microsoft CRM and Sage ACT, making it the most flexible business connectivity solution on the market.

SmartConnect meets the following three key service requirements in a modern database driven service environment:

• Know who is calling
• Show customer data on screen
• Make calls on screen

Know Who is Calling

When a call is received, SmartConnect can search your databases and show you on screen who is calling. Integral Intelligence means that when you make a call, SmartConnect knows who yopu are calling;when you receive a call, it knows who it is and if you are on the telephone, when another call arrives, it will tell you who is waiting. The only prerequisite is that your handset supports 2 line calling (AbbiTek can confirm this).

Avaya IP Office solutions support this type of feature, OAK compliment Avaya features rather than duplicating them.

Show Customer Data on Screen

Once a call has been initiated, SmartConnect continues to smooth your customer interaction by fulfilling the second key requisite – popping customer data quickly and accurately to your customer screen. As we already know who is calling (having previewed this information when the call first came in), SmartConnect can go straight to the callers record in your database, making all your customer data immediately accessible to the person who takes the call.

Make Calls on Screen

How much valuable working time is lost finding, updating and dialling telephone numbers of customers, suppliers and colleagues?

SmartConnect speeds business processes by making calls from your PC screen. In many cases SmartConnect will enable you to dial from your application using the clipboard.  In addition, SmartConnect offers two other methods of dialling:

• Utilising the connection to your contact database, SmartConnect populates Smartphone’s Address Book. With the Address Book open, you simply enter the contact name and click the number that is presented. 
• Using a TSP or TAPI Service Provider. SmartConnect appears as a telephony device to any application that supports dialling. So, to dial from your application you simply click on the dial button.

With Smartconnect, customer service runs smoothly because calls are handled intelligently from the start. As a result you will reduce costs, increase efficiency/revenue and enhance productivity.

Your customers/clients will also receive an enhanced level of service, improving their own perception of your business.

Full brochures are available on request.