About InGenius

Computer telephony integration, or CTI, is a technology that connects phones to computers—helping contact center agents, inside sales reps, and IT helpdesk support save time, be more productive, and improve customer satisfaction.

Use InGenius CTI to drive more successful service and sales with one simple, smooth integration between your existing business phone system and your CRM. InGenius has the flexibility to support unique and complex workflows.

Customers who use InGenius have been able to dramatically increase customer satisfaction and improve their Net Promoter Score by as much as 50%. Here's how...
- Deliver personalized service and sales: place valuable caller information and CRM insights at your reps' fingertips in the moment, allowing them to warmly greet callers and jump right to the heart of the matter.
- Identify common caller pain points and call trends: quickly and accurately capture call drivers, call notes, and call results. Use out-of-the-box reports to view call data in your CRM to monitor service levels, spot trends, and make more informed business decisions.
- Increase case handling and outbound call capacity: Use the productivity-enhancing features provided by InGenius to increase case handling capacity and raise the odds of first call resolutions, or to drive more successful outbound call campaigns. Make voice an integral part of your omnichannel environment.

Add instant value to your existing tech stack and bottom line, without overhauling your infrastructure. With a single CRM sign on, data that never leaves your firewalls, and no OEM technology, InGenius is your choice for safe, secure, and reliable computer telephony integration (CTI) technology.

Get started using InGenius in your contact center, customer service organization, ITSM or inside sales teams today!

Key benefits of InGenius

  • Integrate your CRM: InGenius is designed to integrate your existing phone system with Microsoft Dynamics CRM/365, Salesforce, and ServiceNow to maximize the impact of every call with personalized customer information.

  • Leverage your existing phone system: InGenius works with leading telephony systems, aligning to your existing call queues and routing. InGenius supports Asterisk, Avaya, Cisco, Genesys, Mitel, and Twilio phone systems.

  • Improve customer satisfaction: InGenius CTI puts the caller's information at your agents' fingertips. Provide a warm start to conversations and eliminate redundant questions to the caller with screen pop and screen transfer.

  • Increase productivity: View customer interactions in a single cockpit. InGenius saves an average of 1 minute per call, dramatically increasing call capacity.

  • Gain a 360-degree view: Have visibility into all customer touchpoints with consistent call logging and enhanced call reports. InGenius tracks agent efforts in detail for compensation and benchmarking.

  • Devices

    Business size

    S M L

    Markets

    Australia, Canada, United States

    Supported Languages

    English

    Images

    Fuel new efficiencies with the productivity-enhancing features of InGenius computer telephony integration.
    Click on any phone field in your CRM to dial out with your softphone or handset. Quickly and accurately place calls.
    Automated log templates for easy, standardized call notes.
    Preview Dialer for Cisco® Unified Contact Center Enterprise (UCCE) provides contact center agents with context before calls connect.
    Sync presence status for blended, Omni-Channel agents.
    Quickly, easily and accurately log call notes.
    Create new cases, accounts, opportunities or custom objects in a single click.
    Customizable, out-of-the-box reports for tracking performance and service levels.
    CRM screen pops automatically retrieve records linked to inbound callers for warm greetings and more effective conversations.
    Never leave your CRM! Agents can access a wide range of controls within the CRM. Detailed caller information and unique CRM insights are automatically retrieved and placed at your agents' fingertips.
    One-click case creation.
    View 12 more
    InGenius video InGenius screenshot: Fuel new efficiencies with the productivity-enhancing features of InGenius computer telephony integration. InGenius screenshot: Click on any phone field in your CRM to dial out with your softphone or handset. Quickly and accurately place calls. InGenius screenshot: Automated log templates for easy, standardized call notes. InGenius screenshot: Preview Dialer for Cisco® Unified Contact Center Enterprise (UCCE) provides contact center agents with context before calls connect. InGenius screenshot: Sync presence status for blended, Omni-Channel agents. InGenius screenshot: Quickly, easily and accurately log call notes. InGenius screenshot: Create new cases, accounts, opportunities or custom objects in a single click. InGenius screenshot: Customizable, out-of-the-box reports for tracking performance and service levels. InGenius screenshot: CRM screen pops automatically retrieve records linked to inbound callers for warm greetings and more effective conversations. InGenius screenshot: Never leave your CRM! Agents can access a wide range of controls within the CRM. Detailed caller information and unique CRM insights are automatically retrieved and placed at your agents' fingertips. InGenius screenshot: One-click case creation.

    Features

    Total features of InGenius: 61

    • Activity Management
    • Activity Tracking
    • Auto-Dialer
    • Automatic Call Distribution
    • Benchmarking
    • Blended Call Center
    • CRM
    • Call Center Management
    • Call Disposition
    • Call List Management
    • Call Logging
    • Call Monitoring
    • Call Reporting
    • Call Routing
    • Call Tracking
    • Call Transfer
    • Callback Scheduling
    • Caller ID
    • Case Management
    • Chat/Messaging
    • Communication Management
    • Computer Telephony Integration
    • Contact Database
    • Customer Service Analytics
    • Customizable Caller ID
    • Customizable Templates
    • Dashboard
    • Engagement Analytics
    • Help Desk Management
    • Hotkeys
    • IVR / Voice Recognition
    • Inbound Call Center
    • Lead Capture
    • Lead Management
    • Live Chat
    • Manual Dialer
    • Multi-Channel Communication
    • Multiple User Accounts
    • Outbound Call Center
    • Performance Management
    • Performance Metrics
    • Predictive Dialer
    • Progressive Dialer
    • Queue Management
    • Real Time Analytics
    • Real Time Comparisons
    • Real Time Data
    • Real Time Monitoring
    • Real Time Notifications
    • Real Time Reporting
    • Real-Time Chat
    • Real-time Updates
    • Reporting/Analytics
    • Sales Trend Analysis
    • Search/Filter
    • Support Ticket Management
    • Telemarketing Management
    • Third Party Integrations
    • VoIP
    • VoIP Connection
    • Workflow Management

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    Reviews

    Overall rating

    4,8 /5
    (5)
    Value for Money
    4,7/5
    Features
    4,6/5
    Ease of Use
    4,6/5
    Customer Support
    5/5

    Already have InGenius?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 5
    Jacob G.
    Overall rating
    • Industry: Higher Education
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    InGenius is such a helpful tool

    Reviewed on 2019/05/31

    Pros

    InGenius streamlines the productivity of our employees and students callers by offering a click-to-call option that offers plenty of customization. Since we have a call center of 7 phones, a student caller can use the same ICE account to log into any of those phones, which provides freedom of movement (or if one of our phones or computers breaks, it's not the end of the world). Logging calls is also extremely simple, just click on the result (which can be set up by the admin) and type your notes in. They're also working on a voicemail drop, which would further maximize productivity for folks (and folks can sound happy for every voicemail because they've precorded their message ahead of time!)

    Cons

    Connecting a new account to a phone is pretty simple. Customer service has been exceptional when I've needed it. Not much to complain about.

    Response from InGenius

    Thanks so much for your review! We're happy to hear things are going well and appreciate hearing what's been most helpful to you.

    Ange R.
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    InGenius - Productivity Boosting Tool

    Reviewed on 2021/02/26

    Pros

    We have been using InGenius for a few years now so I feel comfortable in stating that InGenius has been a fabulous productivity-boosting tool for our inside sales teams when used in conjunction with our Mitel phones and Salesforce. We found that the initial install and setup was easy and straightforward. The admin configuration and customization tool has allowed us to tailor it to our exact needs. There was one feature that wasn't working with our user's workflow so I reached out to support to see if they could help. They offered a solution by building a custom workflow for us which greatly improved our ease of use. The customer service and support teams are top-notch. I never hesitate to reach out to them because they always respond quickly and are happy to resolve any question or issue to our satisfaction.

    Cons

    I have nothing negative to say about our experience with InGenius.

    Sulabh K.
    Overall rating
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Ingenius CTI

    Reviewed on 2016/12/09

    We are using CTI service for our Salesforce Service Cloud platform. The best part of Ingenius is...

    We are using CTI service for our Salesforce Service Cloud platform. The best part of Ingenius is the customer support - they are too good on this front.

    They should be improving on providing extra features as their competitors are already ahead of them. This product is value for money in our case based on the requirements we had.

    Response from InGenius

    Thanks for your kind words about our customer support team! We focus on giving customers the highest standard of care and we're glad it's working.

    You'll be glad to hear we do have new features coming in early 2017. We'll be emailing details to all of our customers and you can also watch for updates on InGenius.com.

    Warren R.
    Overall rating
    • Industry: Sports
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    InGenius Connector Review

    Reviewed on 2021/01/14

    Pros

    We currently use the InGenius sidebar, which is directly integrated into our Salesforce instance and helps logs activities directly to accounts. Our sales reps love the functionality and ease of use while they are on the phone, and as an administrator, we love how we can standardize the fields for clean data and reporting

    Cons

    As an administrator, I do not have any negatives for this product. It has worked correctly for years and continues to serve its purpose

    Brock G.
    Overall rating
    • Industry: Sports
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    OSEG - Review

    Reviewed on 2021/01/14

    Pros

    Ease of use for our sales and service team. Ability to log and access customer information in real time to minimize customer wait times and enhance sales/relationship touch point with our customers.

    Cons

    No current complaints on the software capabilities.

    Showing 5 reviews of 5 Read all reviews

    InGenius FAQs

    Below are some frequently asked questions for InGenius.

    InGenius offers the following pricing plans:

    • Starting from:
    • Pricing model: Subscription
    • Free Trial: Available

    Implementation and onboarding support included. Please contact InGenius for more information and a custom quote!

    We do not have any information about InGenius features

    InGenius has the following typical customers:

    2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    InGenius supports the following languages:

    English

    InGenius supports the following devices:

    InGenius integrates with the following applications:

    Asterisk, Aura Call Center Elite, Avaya Aura Contact Center, Avaya IP Office, Cisco Unified Communications Manager, GENESYS, Genesys, MiContact Center, Salesforce Sales Cloud, Salesforce Service Cloud, ServiceNow, Twilio Flex, Twilio Voice

    InGenius offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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