All you need to know about CTI
What is Computer Telephony Integration (CTI)?
Computer Telephony Integration or CTI is a term that describes the technological ability to control the functionalities of your phone systems through your computer. Through CTI software you can efficiently run and easily scale your business communications with your customers, without facing extra operational costs or investing in hardware/infrastructure.
Benefit for customers: When customers call your helpline, IVR will redirect them to the specific department based on their concern. This saves them a lot of time and also makes sure that all their concerns are addressed by experts in the respective domain, leading to a higher satisfaction rate.
Benefit for the agents: Computer Telephony Integration systems will ensure that all the customer's information can be accessed by your agents on a single platform. They can also control calls from their desktops, which means that they no longer have to continuously keep switching between the handset and your CRM software. This makes the process highly productive and allows them to provide each customer with high quality, personalized support.
Benefit for the firm: Computer Telephony Integration advantages for the business ensure that by investing lesser and saving money, you actually provide more to your customers, increasing your customer satisfaction considerably. It also helps your sales team connect to more prospects easily using click-to-dial and automated dialing. Fostering strong relationships with them through personalized conversations using analytics available in the CRM. This allows them to convert a higher number of leads into sales.
So, how exactly does computer telephony integration work to provide your firm with everything it needs to upscale its call center?
When a customer calls your company’s helpline, your CRM software allows you to access the customer’s information even before routing the call to an agent.
Different key presses are assigned for each department in the firm. The call is then forwarded to the respective departments depending on the specific need of the customer. The CTI software also allows you to control which agent the call is routed to based on their area of expertise, level of experience and availability.
As soon as the call is transferred to the agent, a screen pops up on their desktop, displaying all the relevant information about the customer and their previous call history. They can also view news from other agents who may have come in contact with the customer at an earlier time.
The agent can then use this information to easily solve the caller’s query without making the customer repeat their problem all over again. They can also transfer the calls to experts or add other agents on the call if they need extra help to support the customer. This considerably reduces the time spend on each call and also increase the number of problems that are solved.
Computer Telephony Integration products ensure that your agents have all the resources they need to help a customer. In such a way all your customers receive full support and care at each stage of their purchase cycle. This allows you to retain your customers for the long term and continuously inform them about the benefits of staying with your firm.
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Source: Kaleyra Blog
