- Screen-pop – CTI draws on existing database records to populate the agent’s script with relevant data about the caller.
- Synchronisation – The agent receives voice and data in unison.
- Caller Line Identification – CLI enables the system to identify a caller and reveal relevant data to the agent.
- Interactive Voice Recognition – IVR Self service software systems support large volumes of contacts without requiring costly agent resources.
- Data capture – CTI allows data to be displayed in addition to the capture and storage of further data.
- Multiple data sources – Data can be interrogated from various sources including contact centre databases, any database accessible through the corporate enterprise LAN or WAN, mainframes or mini-computers, the Internet or corporate intranet.
- Tailored campaigns – The data that populates the agent’s screen pop can be selected according to the campaign requirements.
Solution Benefits
- Increased productivity & efficiency – Effective management and use of data.
- Knowledgeable agents – Agents can anticipate and react to customer requests without lengthy delays to retrieve relevant data.
- Agent control – The agent can control the flow and pace of the contact.
- Reduced ‘talk time’ – Less time spent taking and wrapping-up individual calls.
- Instant data – Data is provided instantly when transferring calls between two agents.
- Personalised data displays – The Contact Designer allows users to create data displays and software scripts tailored to individual campaigns.
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