Citrix EasyCall™, powered by the Citrix EasyCall Gateway™, enables click-to-call communications within applications on any telephone number–-including those running on a user device or on the server, as well as Web-based applications. EasyCall initiates a call to the selected number and can connect to any device configured by the user-–whether mobile, home or office phone. EasyCall also provides a simple corporate directory with automatic directory synchronization and a call log that provides an easy way to redial commonly used numbers.

Customer challenges

Imagine providing remote communications capability and reducing communication costs without having to install and support softphones and not having your users settle for voice quality of service issues inherent with the best efforts networking of the Internet.

• High communication costs – The cost of calls while outside the office is expensive. Long distance calls, especially international calls, are expensive when users are out of the office and using mobile phones. Using home telephones is less expensive, but introduces the administrative overhead of having to expense these charges.

• Mobile workforce – With more and more employees telecommuting or working as road warriors, they need secure remote access to the corporate telephone network.

• High volume calling – With groups or departments that have high volumes of outbound calling it is difficult and costly to automate this process.

• Softphone complexity – Installing IP soft phones is resource intensive, prone to errors and can result in application conflicts.  IP voice traffic is subject to quality of service (QoS) issues that can degrade voice quality to a point where it is unusable.

• Limited click-to-call solutions – Current solutions only work through specific integration with a limited number of applications and usually only work with desk telephones, often IP telephones only, from one telephone system vendor.

Key benefits of using EasyCall

• Reduced costs – Phone calls originate from the company’s telephone system which normally has a much less expensive international long distance rate than mobile phones.  If a company has an IP telephone network, voice traffic remains on-network and uses least-cost routing to further reduce the costs of calls.

• Integrating communications into applications – EasyCall embeds communication capabilities into any application. This enables users to be more productive, and outbound contact centers to be more efficient, by initiating calls from within the application itself. The call can be made from the user’s choice of device-–a particular benefit for remote users, who may have been unsuccessful with softphone implementations.

• Remote outbound communications without the need for softphones – Imagine providing remote communications capability without having to install and support softphones. EasyCall enables users to click on any telephone number, look-up anyone in the directory or just type in a number and make a call using the regular telephone network.

• Outbound contact center agent efficiency – Agents who make a large number of outbound calls spend a significant amount of time in a specific application. The EasyCall feature enables outbound contact center agents to dial directly from applications used to manage customer or prospect data. With EasyCall there is no need to mentally transfer the number between the application and the telephone, which equates to more dialed calls, thus more revenue or more support cases solved.

• Intuitive user interface – Users simply hover over a telephone number and click the dial button.  There is no need to switch applications or manually dial a telephone.

With EasyCall, calling is as easy as 1, 2, 3