Today businesses and organisations are faced with many challenges. Gaining new customers, retaining existing ones, controlling costs and perusing competitive advantage combined with accelerated growth and pace of technological developments. In small, medium and even larger enterprises the prospect of implementing and integrating technology for commercial advantage can be daunting.
If the implementation of CTI is wrong it could be an expensive mistake with more than just a financial cost. If it’s right it can transform business growing sales maintaining and sustaining competitive advantage. By utilising CommsOffice SolutionsTM fully integrated flexible and modular computer telephony integration it is possible to achieve the right solution for your business whatever its size or requirements.
Advantages of Computer Telephony Integration (CTI)
- Deliver the best customer experience possible – offer a more personalised service by knowing who the caller is before answering the call.
- By speeding up repetitive process improves efficiency – having customer details to hand significantly reduces call handling times.
- Automate and get the more out of existing technology – By opening your database or application on the correct screen, your agents and users are ready right away without losing valuable seconds finding the correct area, product, tab or screen or to use.
- Reduce user/agent training time and costs – because your systems are automated and integrated users spend less time learning and using different applications.
Desktop functions provided by CTI
Screen popping – Callers information is displayed (caller’s telephone number CLI or ANI and number dialled DNIS allows Screen Pop on ringing or answer) generally this is used to search business applications for the caller details.