This article provides information about the Application Integration Solution products that enable computer and web-based applications to interact with the MiCloud phone system. This technology is also known as CTI (Computer Telephony Integration).
Table of Contents
Common Uses
Supported Applications
Common Uses
NOTE: Not all of the applications listed in this article provide the following types of functionality.
Service and Support
Staff can receive inbound "screen pops" derived from Caller ID, which show such relevant information as customer data, recent tickets, cases, orders, etc.
Telemarketing
- Staff can rapidly click-to-dial leads directly from an application and tag calls with customized wrap-up codes.
- Staff can take notes while on a call, which along with the call record, are automatically added to the application after the call.
- Follow-up tasks can be created directly from the phone call.
Marketing
- Staff can tie marketing phone numbers to campaigns.
- Staff can be presented with "screen pops" indicating which campaign was dialed.
- ROI can be calculated for campaigns.
Sales
- Staff can make more outbound calls by using click-to-dial from leads and opportunities.
- Staff can take notes while on a sales call and have the notes automatically tied to the lead or opportunity.
- Follow-up tasks can be created directly from the phone call.
Accounting
- Staff can make more collection calls via click-to-dial.
- Staff can automatically log each call as a permanent record.
Management
- Staff can utilize detailed phone-based metrics to calculate customer profitability, determine leading indicators, and enable better planning.
Supported Applications
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- Application Dialer (Quick Start Guide)
- Enables dialing functionality from most desktop Windows applications that utilize the clipboard, such as Word, Outlook, Excel, PowerPoint, and Notepad. Allows the user to highlight a phone number and then initiate dialing by clicking an icon on the tray or pressing a short-cut key (ex. CTRL – 1). The use of this functionality for all telephone numbers displayed in the most commonly used desktop applications eliminates the time and effort required to manually dial phone numbers.
- Web Dialer for Chrome
- Enables click-to-dial functionality from the Chrome browsers. The use of one-click dialing for all telephone numbers displayed in these browsers eliminates the time and effort required to manually dial phone numbers.
- MiCloud for Chrome™ Browser User Guide
- Provides a client within the Chrome browser for call control, visual voice mail, call history, favorite contacts, directory search by name, status control, softphone (audio via browser), and web dialer (recognizes phone numbers on web pages and inserts a click-to-dial icon). Provides an optional unified communication integration between the MiCloud platform and Google's G Suite apps (Gmail and Calendar). This application is installed by adding the MiCloud extension in the Google Chrome browser.
- ACT! Integration
- Integration for use within the client version of the ACT! Pro from Swiftpage to provide screen pop, click-to-dial, call control, contact matching, historical, and other functionality.
- AMS 360 Integration
- Integration for use within Vertafore's AMS360 agency management system to provide screen pop, click-to-dial, call control, and other functionality.
- Desk.com
- Integration for use within the Desk.com application to provide call tracking, call control, and other functionality in a user’s IE, Firefox, or Chrome web browser.
- EasyPop
- Provides the ability to execute a particular user-defined program, batch file, or URL when an incoming call arrives or outgoing call is placed.
- Microsoft Dynamics CRM Integration
- Integration for use within the Microsoft Dynamics CRM and Microsoft Dynamics 365 to provide automatic lookup of phone numbers for inbound and outbound calls, and screen pop notifications to allow CRM users to easily navigate to associated records. This integration can be utilized with the Web Dialer for outbound click-to-dial functionality.
- NetSuite Integration
- Integration for use within the NetSuite client application to provide integration between calls made and received on a user's MiCloud phone with records containing the same phone numbers stored in the user's NetSuite database.
- Salesforce
- Integration for use within Salesforce.com to provide call control, call logging, click-to-dial, inbound screen pops, activity tracking, multi-line handling, conferencing, and other functionality.
- Zendesk
- Integration for use within the Zendesk CRM application to provide call control, call logging, conferencing, and other functionality. This integration can be utilized with the Web Dialer for outbound click-to-dial functionality.
