In a digital age where success is driven by customer experience (CX), CTI can really be the difference that sets one business apart from its competitors – but how?
Computer Telephony Integration, or CTI, is technology that allows a phone system to connect to computer programmes such as the CRM to help businesses cut down call handling time, boost agent efficiency and performance, maximise customer experience and increase revenues on a number of levels.
Listed below are some of the key features CTI offers to help contact centres, help desks, sales teams, customer service representatives and other companies with phone representatives improve their overall performance.
Greater Call Control
In a busy contact centre, help desk, sales team or customer service environment where agents are expected to deal with an exceptionally high volume of calls and deliver impeccable service to every customer, the demand for a solution that enables them to work with greater efficiency is essential.
By integrating an agent or user’s telephone with their computer and allowing them to access a rich set of advanced call features such as call transfer or click-to-dial, productivity rates increase, call queues are minimised and the customer experience is boosted during every call.
Call Workflows
Keeping the customer happy and preventing them from having to wait in lengthy call queues or speak to a number of agents before finally getting through to someone who is qualified to deal with their issue is crucially important.
With workflow configurations from CTI providers such as InGenius, contact centres can integrate their phone system with their CRM to automatically route calls to the relevant agent based on customer data stored from previous interactions.
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Time is precious for every customer, so when they contact a business they want the agent that answers to immediately know who they are, why they are calling and what they need to do to get the issue resolved as soon as possible.
