TMCnews Featured Article

M5 Networks, a provider of Voice-over-IP (VoIP) managed phone systems, and Data-Rite Systems Group, a provider of software solutions, jointly rolled-out its Web services telephony API (application program interface) utility, ‘M5Connect’, which enables both PC- and web-based applications to interact with the M5 phone system.

The partnership between M5 and Data-Rite will enable M5 Networks (News - Alert) to integrate as well as deliver the M5 Connect service with CRM (customer relationship management) systems.

M5 Networks’s M5Connect is a telephony API that enables users with click-to-dial option and also encourages clients with real business impact by helping them sell more. In addition, it also saves time and energy to improve customer care and support.

The click-to-dial option present in the M5Connect utility facilitates employees to initiate calls by selecting a contacts record, thereby saving dialing time as well as providing the opportunity to make more calls. In turn, sales will increase as more and more calls are made.

The M5Connect utility also features automatic screen-pops with call data and contact information for incoming calls. These screen pops provide an employee with the callers' contact information before the call is answered, thereby enabling the user to immediately respond to the callers' request. In addition, the employee can take notes about the call and enter wrap up codes for reporting analysis. This utility also integrates with virtually any CRM software and the M5 hosted VoIP business phone solution. 

According to Brent Barbara, director of integrations at M5 Networks, M5Connect improves efficiency, enhances the quality of CRM reporting and also allows company’s customers to easily measure phone based activities.

In addition, all the call records and notes popped by the utility are stored within the application and are also sharable across an entire organization. These data can be used to create a relationship mapping system and is ideal for collaboration, says company.

Mike Feldman (News - Alert), president of Data-Rite Systems, said, "As the call comes in, you are able to bring up any data you want on a caller from your own system. This can mean investment information, health care records, legal records - anything you have in your databases can appear instantly."

M5 said that M5Connect does not rely on Microsoft's (News - Alert) TAPI (Telephony Application Programming Interface). It is delivered via web services and is in line with service oriented architecture. Microsoft Windows API facilitates computer telephony integration and enables PCs running Microsoft Windows to use telephone services.

Data-Rite Systems (News - Alert) Group is a Software development company that builds custom applications for companies in the field of financial, legal and health care sectors.