Exposing CRM & DB contents to end users telephony needs

1. In the new economy Unified Communication significantly reduces the telephony cost ADD-IN: Office \ Outlook \ Active directory \ GAL \ MS-CRM \ Dynamic Sap B1 \ Sap CRM Lotus Notes contact and public Component for Magic applications Exposing CRM & DB contents to end users telephony needs

2. The challenge In the world of cost reduction and savings ITCTECH is challenging the accumulative time employees waste on managing phone calls activities. The phone calls activities include Locating and Calling people, Waiting for answers, Looking up for numbers, Checking the missed calls, Answering unimportant calls, Transferring calls attempting to identify callers, etc. According to reports from our customers, an average of 400 hours per year are wasted on such activities per 30 employees

3. The innovation When the CRM Data Bases talk to a telephony systems a unified communication protocol between all types of IP-PBXs and all type of CRM data bases, enables new style of personal call centers

4. PCC Personal Call Center What for? Administration \ Marketing \ Collection Customer relation and management \ Service For any type of business Exposing CRM & DB contents to end users telephony needs

5. The solution • Exposing the CRM and DB contents to employees’ phone calls activities for creating a personal Call Center • Technically speaking: • Connecting between all type of IP/ DIG-PBXs systems/ Web telephony services and all type of Enterprises CRM Data Bases through ITCTECH protocol • Simplified the operation from any desktop applications such as MS-Office and others. • The solution saves the wasted average of 400 hours per year per 30 employees.

6. The Services: Automating user’s telephony needs • Dialing from every screen and document, including from embedded numbers in e-mail signatures by clicking the published number. • Redialing calls and dialing list management based on pre-defined schedules and priorities. • Incoming calls are identified from the organization’s Data Base and immediately displayed on the computer screen and on the employees Cell phones. • Identification of incoming calls includes: client’s name, telephone number, business numbers, summary of last conversations and additional data from the organization’s data base. • Automatic statement of missed calls are sent to e-mails and on cell phones, with • all the necessary calling client information.

7. Integrated systems

8. Using the system from Outlook

9. Using the system from Lotus Notes

10. The Services: Automating user’s telephony needs Out-going calls • Dialing from contacts and from Public address book • Dialing from every screen and document, including from embedded numbers in e-mail signatures by clicking the published number. • Redialing calls and dialing list management based on pre-defined schedules and priorities.

11. Choosing styles of contact info options • Displaying name of required contact, and more:

12. Schedule your redialing list based on priorities time and date Personal Dialing list report

13. The Services: Automating user’s telephony needs In-coming calls • 1. Incoming calls are identified from the organization’s address book \ contacts and • immediately displayed on the computer screen according to access permission. • 2. Identification of incoming calls includes: client’s name, telephone number, business • numbers, summary of last conversations and additional data from the organization’s • data base. • 3. Automatic statement of missed calls are sent to e-mails and on cell phones, with • all the necessary calling client information

14. Various options to receive incoming calls Toolbar Tray Balloon Window

15. Abandoned Call service report Sending to your email and cellular

16. Personal Calls log report

17. Special Services: organization’s and user’s telephony needs • Personal and organizational reports about outgoing/incoming/missed calls, statistics and graphs • Hot Links for listening to voice recordings from the reports • Real time Call-Center reports • Call routing based on pre-defined data in the CRM/ERP • Harassing calls filtering out • Automatic Call-Back system from published web banners and web contact links directly to the publisher’s PBX

18. The architecture Desktop applications LG Nortel WEB Epygi Skype ITC Blocking calls Avaya Telrad Panasonic Cisco ITC PCC Personal Call Center clients Coral ITC Server PBXs PSTN Receiving Programs Cellular Network Enterprise CRM

19. The SUPERVISION MONITOR includes the CRM contact info

20. The SUPERVION MONITOR Includes links to voicerecording

21. The SUPERVISION REALTIME report Quality of service

22. A variety of tools for analyzing and coordination ability to generate statistics & graphic reports

23. Devices usage report

24. Daily activities analysis report

25. Example of another client’s report

26. Example of another client’s report

27. CUSTOMERs ROI Customer comments: Greenwald Ltd. –Compressors producer. Purchased the system for 30 workstations. It saves two employees, which translates to a profit of 155,000 NIS per year. The purchase paid itself in one month and one week. Totocard Ltd. Purchased the system for 100 workstations. It saves 11 hours for every working day, which translates to a profit of 150,000 NIS per year. The purchase cost covered itself in 3 months. Avitan and Zagagi – tax consultants. Purchased the system for 30 workstations. It saves two days per month, which translates to a profit of 190,000 NIS per year. The purchase paid itself in one and a half months. The Average saving time to cover the purchase cost is: Two months per 30 employees.

28. A Typical customer Organizations with the following characteristics: 1. A typical customer uses the phone to develop his business 2. Any organization with Digital/IP PBX

29. Int’l Distributors per country Software providers OEM agreement per order or per year, based on quantity. The organization selects its preferred distributor Telephony service providers OEM ITC TECH Organizations Switchboard distributors CRM manufacturers

30. Partial List of customers U Bank Hapoalim Bank Police Emergency Call-Center Toto-card Agro-Top Eurucom Tadiran telecum Israel ministry of foreign affairs Elbit imaging One Lapidot Israel Corp. ICL Group Partner Taro Pharmaceutical industries Crazy line fashion Brosh-Nir Engineering Shapam Media YEI- Yahalomei Espeka - Diamonds Alon Holdings Avitan & Zagagi accountants Rosh Hutsot productions