![]() ![]() Automated screen pop-up:As calls come in, a pop-up is displayed on the agent’s unified desktop, showing information about the person calling. Key Benefit:By screening incoming calls, agents can answer calls more effectively and significantly reduce time spent on the phone by removing the need to repeat the caller’s personal information over again.Ĥ. Caller Authentication: Companies can use CTI to authenticate callers by comparing the phone number they call from to information in the company’s database. By knowing where to send calls as they come in, customer needs are met quicker and company resources are used more efficiently.ģ. Key Benefit:Knowing where to send incoming calls is a huge help for companies receiving a large volume of calls. ![]() These integrations route calls to the agent or department best suited to resolve the issue at hand. Intelligent Call Routing: Skill-based routing technologies such as Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) can be utilized with CTI. Consequently, agents can eliminate outside distractions with one integrated channel and focus their attention where it should be – on the customer.Ģ. Key Benefit: Advanced phone controls on the computer prevent the agent from having to go back and forth between the call center software and phone when handling calls. Such controls could include transferring calls or putting them on hold, muting, etc. Call center agents can use advanced phone controls directly from their computers. Advanced Phone Controls: With CTI, no phones are needed. These value-added controls should make it easier to understand what CTI is.ġ. Listed below are some of the primary functions utilized by call centers that implement CTI. With unified information and advanced controls available at their fingertips, agents are able to have more productive, meaningful conversations and reach solutions quicker. Beyond answering and making phone calls, CTI enables call center agents to take a data-driven approach with customer service needs. How CTI WorksĬTI enables call center representatives to easily manage phone calls from their computers. Stress builds for employees, which consequently gets felt by the customer. The phones won’t stop ringing, and customers aren’t being helped quickly enough. If you are reading this post, it’s likely you’re considering CTI because your team is handling more calls than they can manage. Call centers implementing CTI can use computers to manage all telephone calls, which in turn leads to increased efficiency and better results. CTI is most commonly used by call centers handling a large number of incoming calls. It’s a type of technology that enables computer and telephone systems to interact together. CTI stands for Computer Telephony Integration. ![]()
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