CTI (Computer Telephony Integration) is an intuitive technology that ensures the integration of the telephone system with the computer for interaction. CTI solutions are most important when handling inbound and outbound calls in cloud telephony and call center management.
How does a CTI Solution Work?
- Incoming calls can be intelligently routed to the right agents with ACD and IVR integrations.
- Real-time call monitoring tools and call recordings help to monitor the call quality and agent performance.
- Automated screen pop-ups for up-to-date customer information for quick resolutions.
- Click to dial or auto-dial feature for a hassle-free dialing process.
- Embedded agent CTI with CRM and Ticketing system to help manage call system on a single interface.
- Detailed analytics to measure key performance indicators like first call resolution rates, call abandon rates, dropped call percentage, average call handling time, etc.
Undoubtedly, the agent CTI plays a powerful role in contact center management. It is equally important to select the correct CTI to take the optimal benefits. However, it is not difficult if you know your company’s requirements.
When you choose an agent CTI, look for the answers to the following questions before you make a decision.
Does it Provide for Integrations?
Your CTI application should be flexible enough to integrate into any third-party CRM or software. It should have API integrations, wherein the agent CTI can be integrated on a cloud application (cloud-based CRM) or as part of an on-premise solution. This is important because as soon as an incoming call gets initiated to your company, agent CTI, integrated with an IVR system and CRM, will identify the number and authenticate it, whether an existing customer or a new one, thus creating a professional image. In the case of an existing customer, it fetches the caller details from the CRM or any software and popups the information for the agent-customer conversation. Choosing such a flexible CTI makes it easy to roll into your business quickly.
Will it Empower Agents with the Right Information and Tools on Time?
Apart from receiving and dialing calls, agents require advanced phone controls on the call. To improve sales and customer support service, agents need to perform many other activities like sending an SMS, drafting an email, inviting a third person to a conference call, transferring calls across agents or departments, updating call status, writing remarks, and scheduling a follow-up call within a unified panel. All these make it easy for agents to perform their duties better by preventing them from moving back and forth between the platforms while handling calls. Hence, your CTI shall have all these features.
Does it Improve Customer Service?
Each company aims to provide superior customer service and get the customer requirements right to serve them best. CTI helps the agent with click-to-call services and auto-dial options to increase the speed and connectivity of outbound calls. Each inbound call is routed as specified by the caller to the best-fit agent effortlessly from the moment the customer starts the journey. Also, it helps users with a data-driven approach and automatic screen pop-ups feeding the right information to the caller to improve call quality and resolutions.
Does CTI Function Improve Agent Performance?
CTI is meant to handle many calls, increase call ratio, and decrease call abandon rates. Hence, it is important to choose the right agent CTI. Because it is the agent CTI and the on-call features that enhance the agent’s performance. Agent CTI acts as a transparent glass with innovative features displaying the right data as needed, enabling them to use click-on-call buttons to engage the customers.
Moreover, call logs, call recordings, and other activities are captured automatically, enriching the organization with analytical metrics to gauge agent performance.
In today’s competitive marketplace, agent CTI is a beneficial feature that allows your company to stand out by utilizing your internal resources in the best possible way.
