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The Scope of CTI application Technology
Computer telephony integration (CTI) is technology
that allows interactions on a telephone and a computer to be
integrated. In simple terms, CTI is the interaction control between a
phone system and a managing computer system that not only provides a
screen pop with customer information but also allows routing the call
an agent based on different parameters like skill, location, time zone
etc. As contact channels have expanded from voice to email, web, chat
and fax, the definition of CTI has also expanded to the integration of
all customer contact channels along with computer systems.
Computer Telephony Integration Software is a robust set of library routines that enable your application programs to communicate with your phone system. This computer telephony software lets you increase staff productivity while enhancing your customer relationships and reducing costs. This is accomplished by combining the capabilities of your phone system with the custom functionality of your ERP/CRM/Legacy applications based on Unix and Windows platforms.
Some of the different products from CTI solutions as mentioned below:
Avaya Interaction Center
Genesys CTI
Cisco ICM
Interactive Intelligence
CTI applications provide the ability to do one or more of the following:
The above Integrated Contact Center solutions will help to achieve
Computer Telephony Integration Software is a robust set of library routines that enable your application programs to communicate with your phone system. This computer telephony software lets you increase staff productivity while enhancing your customer relationships and reducing costs. This is accomplished by combining the capabilities of your phone system with the custom functionality of your ERP/CRM/Legacy applications based on Unix and Windows platforms.
Some of the different products from CTI solutions as mentioned below:
Avaya Interaction Center
Genesys CTI
Cisco ICM
Interactive Intelligence
CTI applications provide the ability to do one or more of the following:
- Authenticate callers, using one of several standard methods like the telephone number of the caller, or the number called which can be screened against a database.
- Recognize a voice, either for authentication or for message forwarding
- Using live, recorded voice, or touch-tone entered input, determine how to process a call (for example, by forwarding it to the appropriate person or department)
- Provide on-hold treatments, call backs using interactive voice response (IVR) to callers
- Match the number of a caller with a customer record and display it for reference when talking to the caller
- Collect and display pending live calls or messages that have been left by callers
- Receive fax messages and route them to appropriate fax machines
- Work with predictive dialers used in outbound calling for telemarketing and other purposes
- Based on call input, initiate a smart agent application to provide help with the caller's request
- Provide extensive contact center metrics which are important in management decisions to adjust the staffing and other operational aspects.
The above Integrated Contact Center solutions will help to achieve
- Integrate with a wide range of business applications, allowing you to select the best solutions for your needs
- Deliver accurate customer profile and contact center information to the desktop allowing fast agent response to customer.
- Treating multiple sites as one virtual contact center resulting in load balancing and disaster recover in addition to many other benefits.
- Perform agent-to-agent transfer of call detail information across multiple sites
- Make full use of corporate data to support business rules and objectives at the point of customer contact
- Take advantage of information collected from the Internet, carrier networks, automatic call distributors (ACDs), Interactive voice response (IVR) systems, Web servers, e-mail servers, databases, and other applications
- Quickly and cost-effectively unify contact center systems across the enterprise with minimal custom development or systems integration
- Obtain maximum customer-service levels
- Increase contact center efficiency and customer satisfaction increasing
- Reduces hold time and first contact resolution time.
- Evolve toward a true customer interaction network
- Allows to generate Metrics to properly forecast and staff contact centers
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