CTI Integration

CTI Integration in Omni Channel

by Sachin Kaushik,on Wed May 11,2019

Computer Telephony Integration, also called Computer-Telephone Integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing. Omni-channel is a solution that integrates communication channels, like cases, chat and voice.

Applications of CTI

• Screen pops can give agents access to contextual details about callers the moment the phone rings.

• CTI can also authenticate a call, screening its number against a database of numbers. These prospect and customer numbers are often stored in a CRM.

• CTI tools can be used to route inbound calls to the right agent. Calls can be routed based on a variety of factors including time-of-day, agent’s skills, and even which marketing promotion or paid search keyword triggered a call in the first place.

• It can provide interactive voice response (IVR) to inbound callers, enabling them to provide self-service

• CTIs can log and record calls in CRM.

• It can handle call forwarding and call transfer functions.

• It can display pending live calls in a queue.

• CTIs can help outbound reps/sales development reps dial more prospects using dialing autodialing, click-to-call, predictive dialing and more.

• It can also be used to trigger various applications based on inbound calls. This can be used to assist agents and help them sell more or provide better customer service based on callers’ intent.

The integration of relevant caller information into a unified dashboard

CTI allows for the integration of call logs (i.e., call history, call recordings, call transcripts, call metrics) and other relevant caller data (i.e., personal information, support tickets, cases, events, chat transcripts, emails, purchase history, order fulfilment statuses, billing, reservations, etc.) from integrated business tools in one unified dashboard in Omni Channel communication System. This allows agents to be more efficient when handling calls and provide more personalized service to the customer.

Benefits of CTI Integration in Omni Channel Communication system

• Saves Cost & Resources – CTI also leads to a significant reduction in cost and improvement in resource saving for organizations in a variety of ways. This may include – reduction in CSR churn, reduction in the cost of customer database errors, reduction of telephone network toll expenses, reduction in liability cost etc.

• Reduction In Call Handling Time – Since the CTI display offers all the relevant information even before the call is connected; the agent is able to offer a quick resolution. The agent can wrap the call quickly and will be able to take more calls in a short amount of time.

• Reduces Aggravated Session – The customer no longer needs to repeat their query to an agent in subsequent calls, therefore, instances of aggravated call sessions are relatively lower.

• Positive Agent Experience – Since the agent is able to accommodate several customer requests in a short duration of time that too with minimal instances of irate, the agent experience is better. They feel empowered and do optimal justice to their jobs.

CTI Integration in Omni Channel

Posts by Topic

Blog Archive