Computer Telephony Integration
Effective customer relationship management today depends on a wide range of technology systems front- and back-office applications; contact channel servers for voice, e-mail, and interactive web; voice self service applications; workforce management software and more.
How well a business performs is directly related to how well these disparate systems are integrated. Operating standalone, silo systems may result in inefficiencies or a lesser quality customer experience, whereas if all systems in the enterprise function as a seamless whole, the business can run more smoothly and profitably.
IT Solutions has many years experience in implementing customised CTI solutions involving a variety of back end database systems and telephony switches using various third party CTI tools.
Through our computer telephony integration experience with Aspect, Avaya, Cisco, Ericsson, Nortel, Siemens and other telephony vendors, IT Solutions provide enterprise level CTI solutions that link enterprise resources, coordinate customer transactions, and unify business functions.
Our Computer Telephony integration (CTI) capability enables contact centres to link contact-handling systems and agent desktops to front-and back-office databases where customer information is stored. This results in many benefits for both the business and the customer, including::
- Improve Agent productivity and Reduce Call Handling
- Improve Customer Service
- Reduce Costs
- Facilitate Universal queuing, routing and screen pops - queue and route multi-channel contacts
- Improved options for providing 'personalised' services based on Customer profile