Computer Telephony Integration - CTI
Computer Telephony Integration is a set of techniques for implementing applications that rely on the joint operation of computer applications and phone applications.
This device connects a call center to a company's information system. It provides companies with the ability to use the information system's resources in order to improve the service provided to clients and the productivity of a call center.
This is made possible by automating certain tasks and the option of instituting advanced customer relations customization using the information made available by that system.
What is Computer Telephony Integration Service used for?
Computer Telephony Integration Service makes it possible to simultaneously display data on the remote operator's screen (client's file and maintenance script) as well as to display the call on his or her phone set. For example identifying a telephone number will make it possible to find information regarding the caller, while the call is transferred to the right speaker.
Main advantages of Axialys' CTI service
- Route and manage phone calls by priority and groups of competence.
- Advanced statistical analysis: tracking and analyzing the browsing of callers, calendar statistics, activity tracking, and call-center loads.
- Customer files displayed on the computer monitor during the call, enabling personalized answering
- Automating incoming calls and outgoing calls
- Optimising the productivity and profitability of a call center
- Optimizing customer relations management, improve the quality of service and therefore the company's image
Main features of the CTI
- Manage and control phoning activity
- Client can control and configure routing
- Same operator can call back clients previously spoken with
- VIP routing: managing priority calls
- Incoming and outgoing call log on customer files
- Planning the availability of agents and their statuses
- Pre-hangup message
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