We are looking for a CTI solution for our freight forwarding company with the following objectives:
Communication between our company's internal and external partners takes place via various media and must be managed on a clear platform and easily supported by all applications in both incoming and outgoing directions. The number of transport services to be managed per workstation is growing with the transition to digital freight forwarding. This involves the complete electronic management of data necessary for transport execution. It must be ensured that the relevant data records can be found quickly using the incoming identification features (caller's telephone number, web portal, and app) and that a qualified response can be provided by calling up our own applications in centrally and decentrally modified MDB files in a timely manner.
While telephony, fax operation, and portal integration are to be given priority in external exchanges, autonomous message forwarding and a chat room must also be used in internal operations (branch and head office).
Technical requirements
There are 31 branches (7 of which are in other EU countries) with 400 workstations. The data is still stored and synchronized locally in MDB files at each branch. Incoming and outgoing faxes are mixed, with some being used centrally and some decentrally. Each branch has a terminal/server operation with Outlook installed locally on the PCs. All workstations have Internet access. Windows is used as the operating system. A web-based application is in preparation.
Scope of services of the software sought
- Calls based on multiple address books, which can also be used for research according to various criteria (e.g., by customer and entrepreneur, zip code areas or locations, relationships, vehicle types, etc.)
- Registered telephone numbers or the main number (system number ending in -0 or - and any number) are the only feature for identifying the caller (or company) if the specific caller number is not yet stored in the company's own databases. Multiple telephone numbers for different companies are permitted and must be recognizable
- The call from the CTI must offer the option of transferring the telephone number directly to your own database for intentional recording.
- For recognized callers, a special display appears if there are blocked messages, as well as a separate display showing the messages stored for them.
- All employees are stored in a central database. Their presence must be recognizable (presence management) and instant messaging (chat) must be enabled.
- Evaluation of caller data in connection with the selected contact target, i.e., relevant display functions are offered in the dispatching system, for example.
- Display of companies whose extensions are not stored in your own address book. (integrated reverse search)
- Display of companies in initial contact via evaluation of public telephone directories
- Display of companies or drivers/vehicles recorded in vehicle reports
- Display of companies or drivers by accessing up-to-date order data
- Forwarding of messages including caller data within the team (callback support)
- Launching your own applications from the telephone system when calls come in (e.g., vehicle reports, searches, status processing, support for storing local communication data)
- Making calls from various applications by clicking on the phone number (even unstructured)
- Making calls from lists (e.g., Excel) for special actions using the circumflex function key (between the “ESC” and Tab keys) or other
- Registration and management of calls in the call journal by category (completed, uncompleted, absent) and storage of call notes
- Callbacks from the call journal, eliminating the need to write down phone numbers (must be displayed, of course)
- Fax output from your own applications as well as status display of the output and archiving of the sent documents
- Fax reception per workstation with intelligent evaluation/control of your own applications and archiving options for incoming documents
- SMS transmission from your own application
- SMS reception with intelligent evaluation/control of your own applications
- Use of all telephone contacts, including via smartphone, with access to local databases
Approximately 400 software workstations are planned.