Cookie Notice By continuing to browse this site, you accept the use of cookies. Learn More » Got It InGenius Overview Microsoft Salesforce ServiceNow Telephony Integrations Support Request a demo Computer telephony integration (CTI) to fuel efficiency Increase agent productivity and earn happier customers with a seamless connection between your CRM and business phone system. Request a demo Deliver better service, sales, IT and HR support with CTI 1:08 Streamline contact center operations with a CTI system that works. Connect your existing phone system with your CRM. Drive more successful service and sales with one simple, smooth integration that supports unique and complex contact center workflows. Increase customer satisfaction and improve your Net Promoter Score by as much as 50%. Add instant value to your existing tech stack and bottom line, without overhauling your infrastructure. Boost productivity without compromising quality. Standardize contact center best practices across teams and empower your agents to get more done—without ever leaving your CRM. Empower agents to place, answer, and transfer calls from within your CRM, with added caller insights. Increase case handling capacity with blended omnichannel agent support, while reducing case resolution times. Deliver personalized service, sales, and helpdesk. Give agents valuable caller information from your CRM in the moment—and enable them to efficiently capture and act on important call details. Monitor and measure employee performance. Track it all, from successful call counts and agent talk time to call volume and call results, and optimize resource availability during peak hours. Identify common caller pain points and call trends. Accurately capture call drivers, then spot trends with visual reports and dashboards in your CRM to help you make better business decisions. Moving to Upland InGenius has allowed us to hit our 3-hour SLA 100% of the time. Previously it would take almost a full day! Justin Glass, Chief Digital Officer United Wholesale Mortgage What is CTI? Computer telephony integration, or CTI, is a technology that connects phones to computers—helping contact center agents save time, be more productive, and improve customer satisfaction. Find out how Our CTI software works with your existing CRM and phone system. Upland InGenius integrates these popular CRM platforms and phone systems, with the ability to customize to your needs. CRM integrations Microsoft Dynamics 365 Supports Microsoft Dynamics 365 online and on-premise Compatible with all supported phone system integrations Seamless omnichannel environment to support blended agents Learn more Salesforce Supports Salesforce Classic and Lightning in Sales Cloud, Service Cloud, Financial Services Cloud, and Health Cloud Service Cloud Voice for Partner Telephony – BYOT with InGenius Compatible with all supported phone system integrations Seamless omnichannel environment to support blended agents Learn more ServiceNow Works with Customer Service Management (CSM), HR Service Delivery, and IT Service Management (ITSM) Compatible with Avaya, Cisco, and Genesys phone systems Advanced Work Assignment to support blended agents Built On Now certified trust factor Learn more Phone system integrations Asterisk Supports Asterisk versions 13 and 16 Compatible with Microsoft Dynamics 365 or Salesforce Avaya Supports Avaya Aura Communication Manager, Aura Call Center Elite, and IP Office Compatible with all supported CRM integrations Cisco Certified for Cisco Unified Contact Center Express (UCCX), Unified Contact Center Enterprise (UCCE), Unified Communications Manager (CallManager), and Packaged Contact Center Enterprise (PCCE) Compatible with all supported CRM integrations Genesys Supports Genesys Engage integration with Microsoft Dynamics 365, Salesforce, or ServiceNow Supports Genesys Cloud integration with Microsoft Dynamics 365, ServiceNow, and Salesforce – including Service Cloud Voice Seamless migration experience for customers switching from Genesys Engage to Genesys Cloud Mitel Supports Mitel MiVoice Business and MiContact Center Business Compatible with Microsoft Dynamics 365 or Salesforce Twilio Supports Twilio Task Router or Twilio Flex Compatible with Microsoft Dynamics 365 or Salesforce Learn more Reliable computer telephony integration products mean real results. United Wholesale Mortgage Southern Glazer’s Wine & Spirits Medgate International InGenius United Wholesales Mortgage Ignites Agent Productivity and Increases NPS with InGenius InGenius and Salesforce Omni-Channel Help Increase Cases Handled by 50% Read more 23% NPS IMPROVEMENT Context. Convenience. Configurability. Upland InGenius delivers a user-friendly experience with features designed to save time and support positive call outcomes. Calls with context CRM screen pop on agents’ screens before calls are picked up Caller ID or customer-entered interactive voice response (IVR) Fully configurable to show leads, contacts, accounts, and more Quick, accurate dialing Click-to-dial directly from any CRM record Preview dialer and voicemail drop Configurable speed dials and search-and-dial functionality Automated call logging Inbound and outbound call records logged directly to your CRM Capture of call duration, subject, and comments Customizable call note templates and wrap-up codes Seamless call transfers One-click transfer buttons Automatic CRM screen transfer popped to the subsequent agent Each agent call logged within the related records Simple setup and maintenance Risk-free 30-day pilot Quick deployment with an online meeting Easy license management across multiple locations Multi-platform, multi-browser, multi-line support Reliable, secure technology 24/7 uptime and High Availability infrastructure Multiple phone switches for high call volumes All data transmitted inside your firewall Convenient, configurable access Single point of authentication and single sign-on (SSO) Individual user permissions Granular security settings Intuitive interface One-click buttons to create new leads, contacts, and more Integrated call controls Integrated language translation And that’s just the beginning. Let us show you what Upland InGenius can do. Request a demo Conquer contact center operations with the right CTI application. Pair Upland InGenius with other products for delivering exceptional customer service. RightAnswers Knowledge management software to improve IT, customer support, and beyond. Learn more Rant & Rave Customer engagement software for voice-of-customer insights and feedback. Learn more See more products for Contact Center Resources to drive impact WEBINAR Your Guide To Getting Started With Salesforce Service Cloud Voice – BYOT WHITE PAPER Discovering CTI – An Inside Look at Computer Telephony Integration WHITE PAPER 7 Reasons why Contact Centers Should Invest in Omni-Channel Solutions See all resources Ready to get things done? 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