Computer Telephony Integration

CTI Key Features

• Screen-pop – CTI draws on existing database records to populate the agent’s script with relevant data about the caller.
• Synchronisation – The agent receives voice and data in unison.
• Caller Line Identification – CLI enables the system to identify a caller and reveal relevant data to the agent.
• Interactive Voice Recognition – IVR Self service software systems support large volumes of contacts without requiring costly agent resources.
• Data capture – CTI allows data to be displayed in addition to the capture and storage of further data.
• Multiple data sources – Data can be interrogated from various sources including contact centre databases, any database accessible through the corporate enterprise LAN or WAN, mainframes or mini-computers, the Internet or corporate intranet.
• Tailored campaigns – The data that populates the agent’s screen pop can be selected according to the campaign requirements.

Solution Benefits

• Increased productivity & efficiency – Effective management and use of data.
• Knowledgeable agents – Agents can anticipate and react to customer requests without lengthy delays to retrieve relevant data.
• Agent control – The agent can control the flow and pace of the contact.
• Reduced ‘talk time’ – Less time spent taking and wrapping-up individual calls.
• Instant data – Data is provided instantly when transferring calls between two agents.
• Personalised data displays – The Contact Designer allows users to create data displays and software scripts tailored to individual campaigns.