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Global Networking Technologies
Your partner in advanced telecommunications solutions
System Integrations
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System Integrations
“BYOT by Global Networking Technologies – Voice communication issues instantly, anytime, anywhere.”
- Modern communications platforms should not operate in isolation. GNTech designs and delivers integrations that connect your telephony, contact centre, collaboration, CRM, recording and business systems into one reliable technology environment.
- We specialise in integrating Mitel communications platforms with Microsoft Teams, Zendesk, customer databases, reporting systems, call recording platforms and other business applications. Our solutions can support cloud, on-premise and hybrid environments without forcing you to replace systems that are already working well.
- Our integration capabilities include:
- Microsoft Teams telephony integration
- Mitel MX-ONE and MiCC-E integration
- CRM and Zendesk softphone solutions
- Contact centre voice, email, chat and messaging integration
- Call recording and compliance platforms
- Custom reporting and real-time dashboards
- Directory, dialler and workflow applications
- API, database and middleware development
- Legacy system and cloud platform integration
- Every integration is designed around the way your organisation actually works. We examine your existing processes, identify unnecessary manual steps and build practical solutions that improve visibility, reduce duplication and simplify day-to-day operations.
Whether you need to connect two existing platforms, extend the functionality of a contact centre or develop a completely customised integration, GNTech can provide the design, development, implementation and ongoing support required.
Connect your communications. Simplify your workflows. Get more from the systems you already own.
Purpose-Built Business Applications
GNTech also develops specialised applications that extend the capabilities of enterprise communications platforms.
GNTech Caser brings customer communications, case management, ownership, notes, notifications, workforce information and operational reporting together in a single application. It can integrate with contact centre, telephony, email and business systems to reduce manual handling and provide staff with a clearer view of each customer interaction.
GNTech Caser
GNTech Caser
GNTech Caser is a purpose-built case management and customer interaction platform designed to work alongside enterprise contact centre and telephony environments.
Caser gives agents and supervisors a single place to manage customer enquiries, track case ownership, record notes, monitor progress and maintain a complete history of each interaction. Information from voice, email and other communication channels can be brought together into one consistent workflow, reducing the need to move between multiple applications.
GNTech Caser is a purpose-built case management and customer interaction platform designed to work alongside enterprise contact centre and telephony environments.
Caser gives agents and supervisors a single place to manage customer enquiries, track case ownership, record notes, monitor progress and maintain a complete history of each interaction. Information from voice, email and other communication channels can be brought together into one consistent workflow, reducing the need to move between multiple applications.
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When integrated with the contact centre, Caser can automatically present the relevant customer or case information to the agent as an interaction arrives. New cases can be created from inbound calls, while existing records can be located using caller details, reference numbers or other customer information.
The platform supports structured case assignment, status tracking, internal notes, email notifications and closure workflows. Supervisors gain broader visibility across the team, while agents can focus on the cases assigned to them.
Caser can also incorporate workforce and operational features such as staff rosters, availability information, internal messaging, service-level monitoring and management reporting.
The platform supports structured case assignment, status tracking, internal notes, email notifications and closure workflows. Supervisors gain broader visibility across the team, while agents can focus on the cases assigned to them.
Caser can also incorporate workforce and operational features such as staff rosters, availability information, internal messaging, service-level monitoring and management reporting.
When integrated with the contact centre, Caser can automatically present the relevant customer or case information to the agent as an interaction arrives. New cases can be created from inbound calls, while existing records can be located using caller details, reference numbers or other customer information.
The platform supports structured case assignment, status tracking, internal notes, email notifications and closure workflows. Supervisors gain broader visibility across the team, while agents can focus on the cases assigned to them.
The platform supports structured case assignment, status tracking, internal notes, email notifications and closure workflows. Supervisors gain broader visibility across the team, while agents can focus on the cases assigned to them.
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Key capabilities include:
- Automatic screen-pop from inbound contact centre interactions
- Case creation, assignment and ownership tracking
- Complete interaction and case history
- Notes, updates and closure workflows
- Email notifications and multiple recipient support
- Agent and supervisor access levels
- Customer and case search
- Workforce roster visibility
- Internal messaging and unread notifications
- SLA, priority and overdue case monitoring
- Multi-tenant support for hosted environments
- Integration with telephony, email, databases and business applications
- Customisable workflows, fields and reporting
Unlike a generic case management package, Caser can be adapted around the organisation’s existing processes, terminology and communication platforms. This allows customers to introduce structured case handling without replacing the telephony and contact centre systems they already rely on.
Caser is suitable for service desks, customer service teams, utilities, government organisations and other environments where enquiries must be tracked from initial contact through to resolution.
Caser is suitable for service desks, customer service teams, utilities, government organisations and other environments where enquiries must be tracked from initial contact through to resolution.
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