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Integrated Telephony (CTI)

Most of your customer interaction happens over the phone.
Shouldn’t your telephone process be 100% efficient?

Integrated Telephony is designed to deliver two things: a slick, personalised experience for your customers and more revenue for you.

Integrated Telephony from CDK Global turns your phone into a computer-aided sales and customer service machine. It links your phone system with your DMS customer database, so your staff can manage customer calls with the perfect blend of knowledge, speed and friendly efficiency.

CDK Global Integrated Telephony can give your staff their biggest edge yet: a way to provide 5-star customer service and make every call as effective as possible. 

Only CDK Global Integrated Telephony offers true, seamless integration with the Autoline Dealer Management System (DMS).

 



Explore the benefits Download the brochure

Clear benefits for you and your customers

CDK Global Integrated Telephony seamlessly connects your phone system and Autoline DMS, providing you with ‘click-to-dial’ functionality and automatically ‘screen popping’ all your customer’s key information when you need it.

The benefits of CDK Global Integrated Telephony include:

Better customer experience Integrated Telephony cuts call handling times, shortens delays and ensures customers get a quick call back when needed.
Improved call results Every call is logged and recorded, to help you train staff and spot upsell opportunities.
Understand your call activity Easy to use reporting shows how your dealership is performing and highlights any gaps in your call handling process.
Manage missed calls Return customer calls quickly, to make sure you never miss a sales opportunity.
Improved staff efficiency Team members who are busy with other customers receive reminders to call someone back.
Review every call No need for ‘mystery shop callers.’ Since all calls are recorded, managers can check call handling quality at any time.
Perfect integration with DMS Plugs into your existing system, with all your customer records integrated, leaving other standalone solutions out in the cold.


See how it works Download the brochure

Key Features

CDK Global’s Integrated Telephony (CTI) is made up of three key features; CTI Toolbar, Call Recorder and Call Intelligence. Explore how these can help improve dealer efficiency below. 




All you need at your fingertips to deliver the very best customer experience.

CTI Toolbar

The CTI Toolbar sits on your computer screen and give you access to:

  • Chat - Instant messaging
  • Presence – Shows users availability and status
  • Call Control – Control phone from screen
  • Click to Dial – from the directory, from presence, web pages and more
  • Speed Dial – from a personal directory or favourites
  • Call Records & Logs
  • Missed call notification

View success stories Download Brochure




For staff training and dealer / customer protection

Call Recorder

Call Recording uses DMS integration to identify your callers and stores the call against their CRM record.

Unlike our competitors, every call is recorded without the annoyance of dialling a prefixed number, so it’s easy to find any call recording in just a few clicks.

How can Call Recording help your dealership?

Identify training needs
By listening to real calls, you can see if sales leads are being handled correctly and if employee’s telephone manner is consistent with company expectations.

Maximise up selling opportunities  
By listening to a selection of calls, you can quickly assess if staff are consistently up-selling products and services. It’s a chance to see where the gaps are in your call process.

Protect your staff and customers
When your team are talking to customers regularly, sometimes misunderstandings or disputes can occur. It’s not nice when this happens, but if every call is recorded and stored, then disputes can be settled quickly and easily. This simple step can protect both your staff and your customers.

See how Knights BMW,  winner of AM magazine’s 2012 Excellence in Customer Service Award, used call recording to improve their processes.

View success stories Download Brochure




Understand the call activity in your dealership

Call Intelligence

Call Intelligence shows you the call metrics that matter, including:

  • How long do customers wait before their call is answered?
  • How many calls are missed in each department?
  • Are there any gaps in your call handling process?

Every call is potential revenue opportunity, so how much is an inefficient process costing your dealership?

Call Intelligence gives you the insight you need to create a perfect call handling process. Improve your daily operations, optimise staff levels at peak times and make sure your customers receive the first class experience they deserve.

View success stories Download Brochure

Additional Features

CTI Wallboard

CTI Wallboard shows your call metrics in real time, in full view on a display monitor in the dealership. Spot any call handling problems and act right away to resolve them

To find out more about how installing Wallboard in your dealership could help you deliver the best customer service.

Download the datasheet

CTI Link

Multi-site dealers can connect staff on different premises using CTI Link, for effective call handling within a group.


Download the datasheet

Success Stories

Knights BMWJemca Toyota and CDK’s Integrated Telephony – Never Miss a Customer Call

Jemca understand that the way customers are interacting with dealerships and making their purchases is always changing, and they decided that CTI would be an important cog in the wheel of their five-year plan.


Watch the video interview at the CDK Insight Centre


Knights BMWKnights BMW

In 2011, Knights BMW became one of the first pilot users of CDK Global Integrated Telephony. In 2012, Knights won the prestigious Excellence in Customer Service Award from AM magazine.


Coincidence? You decide. Read their story at the CDK Insight Centre


L&LL&L Automotive

L&L Automotive wanted to improve customer satisfaction and identify the gaps in the sales process with Integrated Telephony this was possible.


Read the L&L Integrated Telephony Case Study at the CDK Insight Centre


Consider the impact of using CDK Global Integrated Telephony in your dealership with our latest insight articles.

Boost your Customer Satisfaction scores using CDK Global Integrated Telephony (CTI)

Most of your customer interaction happens over the telephone.
So shouldn’t your call handling be 100% efficient?

Read full article at the CDK Insight Centre

Call Recording: a unique and powerful way to train your team members

Poor handling of customer calls can really cost your dealership, but do you know how much?

Read full article at the CDK Insight Centre


How much do you know about the call metrics that matter to your dealership?

When your customers call, they expect a first class experience. Can you deliver?

Read full article at the CDK Insight Centre


How it works

Your Customers Journey with CTI’

Want more information?

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