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← All case studiesConnected phone systems and business information

The right information. Before the call is answered.

Altiora connected a client’s phone systems with its private internal company system. When an incoming call rang a user’s extension, relevant information associated with the caller’s phone number appeared on their computer before they answered.

  1. 1. The challenge
  2. 2. What we built
  3. 3. What changed

How the work came together

  • Business and process design

    We designed how an incoming call would bring the relevant company information onto the receiving user’s screen, around the practical needs of the person answering.

  • Connected systems delivery

    A third-party API, private company data and the phone systems came together in an on-demand information view, with records organised into readable category cards.

  • Combined result

    Caller information was ready before answer. The client reported less searching during conversations and quicker calls.

1. The challenge

The client wanted the person receiving a call to have the relevant information immediately available, rather than needing to search different parts of the company system during the conversation.

The requirement went beyond identifying a caller. It meant connecting the incoming call with the records that would help the user understand what that person might be calling about.

  • Information ready before answer
  • Connected phone and company systems
  • A clear view for the receiving user

2. What we built

Recent emails, invoices, credit notes, certificates and connected contacts were brought together in an easy-to-read, category-based card layout. This involved more than connecting two systems: we designed the processes, selected and invested in the technology needed, and brought the information together in an on-screen view for the user.

  • The process behind the experience

    We designed how an incoming call would lead to the relevant company information being brought onto the receiving user’s screen. The process and the technology were developed around the practical needs of the person answering.

  • An on-demand connection between systems

    Using a third-party API and internal company data, we created an information view accessed on demand whenever the phone rang. The work involved RingCentral and BT phone systems alongside the client’s private internal system.

  • A clear view of the information

    Related records were organised into category-based cards, making it easy for the user to locate the relevant email, invoice, credit note, certificate or contact without moving between separate areas of the system.

  • Technology selected to support the process

    We selected and invested in the technology needed to make the connection work, bringing process design, integration and the on-screen experience together as one piece of delivery.

Illustration only: not an actual client screen

From ringing phone to caller context

Altiora designed the process and integrated the technology. This sequence shows how an incoming call brings related company information onto the receiving user's screen.

  1. Incoming call

    A call arrives on a user's extension in the client's phone system.

  2. Related information retrieved

    The third-party API connection and private company data provide caller-related information on demand.

  3. Category cards on screen

    Matching items appear on the receiving user's screen while the call is still ringing, sorted into categories.

    • EmailsCurrent caller-related emails
    • InvoicesInvoices linked to the caller
    • Credit notesCredit notes linked to the caller
    • CertificatesCertificates linked to the caller
    • Connected contactsOther contacts connected to the caller

  4. Call answered

    The user answers with the caller's context already in front of them.

Category names are descriptive labels. No client records, values or names are shown.

Altiora offer

Altiora Advisory

Designing the information flow around what the person receiving a call needs to see, and when they need to see it.

Altiora offer

Altiora Systems

Connecting the phone systems, third-party API and private company data, and bringing the resulting information into a clear on-screen view.

3. What changed

The client reported that callers were impressed by how readily the person answering had their information available.

Client-reported. These are qualitative outcomes. No numerical performance measurements are claimed.

  • Caller information ready before answer

    The receiving user had the caller’s related records in front of them while the phone was still ringing.

  • Less searching during the conversation

    For example, when a caller said, “I sent an email yesterday,” the receiving user could already see the relevant recent email, rather than having to open the email system and search for it.

  • Quicker calls

    With information brought together before the conversation began, users spent less time searching and calls were completed more quickly—benefiting both callers and the business.

This project shows how process design, technology selection and connected systems can turn existing business information into a practical capability for the people using it.

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