CTI (Computer-Telephony Integration) is a solution that combines voice calls with customer data.
CTI technology lets you integrate your telephone system with your CRM and ticketing applications. Your agents will then have access to allthe data they need to handle each customer’s request as swiftly and efficiently as possible.
During an inbound call, CTI automatically displays the customer’s details on the agent’s screen. This saves the agent a lot oftime. And customer satisfaction increases thanks to a more personalized contact experience.
Similarly, agents can make an outbound call directly from their workstation and the called customer’s details will be displayed automatically.
Axialys’ CTI monitoring interface provides contact centre managers with detailed real-time call statistics, including:call answer rate, number of dropped calls, average call time, and break time. All these indicators make it easy and intuitive for supervisors to monitor their team.
Today, a growing number of companies are using business software to manage their customer databases. These include CRM, ERP and ticketing applications.
Axialys’ CTI solution interfaces with your in-house CRM and ticketing solutions. To meet all your needs, we’re also integrated with Zendesk and Salesforce.