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Transforming Customer Service with Real-Time Call Intelligence
A seamless CTI–CRM integration that delivers instant caller context, faster workflows, and complete visibility across every interaction.
Instant call tracking
Auto CRM matching, zero effort.
Faster work with instant context.
About client
Oman Oasis is one of the region’s most established bottled water brands, with a large distribution network and a steady volume of inbound and outbound customer interactions. Their service teams depend on quick communication, accurate customer information, and real-time operational insights to maintain service quality.
The Challenge
The customer service teams were using a phone system and CRM that worked independently, resulting in:
Limited visibility into daily activities and agent performance
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Inconsistent call logging and data gaps
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No real-time caller identification
Slow response times due to screen switching
The Exequte Solution
Exequte deployed a deep CTI–CRM connector designed specifically to unify the telephony system with their CRM. The integration enabled real-time intelligence at every touchpoint.
Screen Pop & Customer Profiling
Customer details and interaction history appear instantly when the phone rings.
Click-to-Call from CRM
Agents initiate calls directly from customer records, reducing errors and saving time
Automated Call Logging
Every call—answered, missed, or outbound—is captured in CRM with timestamps and agent mapping.
Real-Time Call Intelligence
Supervisors get complete visibility into volumes, behavior, patterns, and service quality.
Unified Workflow Experience
No switching between applications; all interaction handling happens inside CRM.
Scalable, Future-Ready Integration
Built to support new teams, new queues, and upcoming process expansions.
Results
Faster, more personalized responses
Zero missed records or manual updates
Managers track service quality live
Complete context visible at the start of every call
No mismatches between call data and CRM
Integration expands easily with new business needs
Customer Feedback
