Upland InGenius is a CTI solution designed to integrate Customer Relationship Management (CRM) systems with telephony platforms, enabling contact centers to deliver personalized and efficient customer service. By synchronizing CRM data with telephony systems, InGenius empowers agents with instant access to customer information, facilitating informed interactions and reducing call handling times. The platform supports various CRM and telephony systems, including Salesforce, Microsoft Dynamics 365, ServiceNow, Genesys, Cisco, Avaya, and Asterisk, offering flexibility to organizations with diverse technology stacks. InGenius also features click-to-dial functionality, CRM screen pop-ups, call logging, and real-time analytics, all configurable to align with specific contact center workflows. This integration not only enhances agent productivity but also improves customer satisfaction by providing timely and context-rich support.

Key Features & Benefits

• CRM and Phone System Integration: Seamlessly connects CRM systems with telephony platforms, enabling synchronized data flow and eliminating manual data entry.
• Click-to-Dial Functionality: Allows agents to initiate calls directly from the CRM with a single click, streamlining the calling process and reducing handling times.
• CRM Screen Pop-Ups and Call Logging: Displays relevant customer information upon call initiation and automatically logs call details, providing agents with instant context and maintaining accurate records.
• Flexible Workflow Configuration: Supports unique and complex contact center workflows, ensuring alignment with specific organizational requirements and processes.
• Call Monitoring and Reporting: Offers real-time analytics and customizable dashboards to monitor call center operations, drive continuous improvements, and enhance performance.
• Blended Agents and Omnichannel Support: Enables agents to manage live chat, email, and social interactions, ensuring a consistent and comprehensive customer experience across channels.
• Real-Time Transcription: Integrates with AI capabilities to provide real-time transcription services, enhancing data accuracy and enabling advanced analytics.
• Salesforce Service Cloud Voice Integration: Enhances functionality within the Salesforce ecosystem, providing a unified platform for customer service operations.