A computer can interact with a telephone system through Computer Telephony Integration (CTI). By doing so, users can manage all tasks in connection with calls directly from their PC desktop or even their mobile phone, usually through virtual PBX or call center software.
The company’s communications systems (telephone, computer, fax, mobile phone, etc.) can also communicate through the CTI. Agents of virtual PBXs or call centers can therefore control their communication media from a single interface.
Smaller companies who lack the resources to maintain more expensive communication infrastructure benefit from CTI, as these tasks can be performed from any device with an internet connection. Additionally, it is a great tool for improving productivity and allowing for greater flexibility.
How beneficial is agent CTI in cloud telephony? Let us find out the answer to this question in this article.
What is CTI?
CTI stands for Computer Telephony Integration. It is also known as agent CTI. It allows computer systems to communicate with telephony systems via a cloud telephony system. More call center softwares are utilizing agent CTI. Using technology has allowed these call centers to interact with their customers in a more data-driven manner, giving them an edge over others in their industry.
How beneficial is agent CTI in cloud telephony?
Consumers are becoming more demanding when it comes to the quality of their customer service, so call center agents are putting tools at their disposal to help them better serve their customers. Call center agents use agent CTI to win the hearts of their customers. Below is the list of ways in which computer telephony integration is beneficial in cloud telephony.
Agents can Receive and Make Calls Straight from Their Computer
It is not necessary to use a landline with agent CTI. From their computer, call center agents can make and receive calls from customers.
In addition upon using agent CTI, call center agents never have to switch between their call center software and desk phone in order to handle calls when using call control in the browser (i.e., answer, transfer, hold, mute, hang up, etc). Call control is right where it should be – alongside the information that is fueling their conversation.
Before Answering, Agents Know Who Is Calling
With agent CTI, agents can view detailed information about the caller on their computer screen automatically as the call is routed (such as the caller’s name, image, phone number, dialed number, email, company, position within the business, etc).
As a result, they will be able to greet the caller by name and have all of their relevant information at their fingertips. Since agents don’t have to search multiple databases and business tools to find the caller’s information, handle time is significantly reduced upon using agent CTI.
Caller Authentication by an Automatic Dialing
Using agent CTI, companies can validate the authenticity of callers by matching their phone numbers with information in their databases and integrated business tools. Having to repeat their personal information and account information over and over again to have the agent access their account saves a significant amount of time.
A Unified Dashboard that Integrates Relevant Caller Information
Using agent CTI, call logs (in the form of call history, call recordings, call transcripts, and call metrics) can be integrated with other relevant caller data (e.g., personal information, support tickets, cases, events, chat transcripts, emails, purchase history, order fulfillment statuses, billing, reservations, etc.) in one unified dashboard. With the help of agent CTI, agents are able to provide more personalized service to customers and deal with calls more efficiently.
Route Calls in a More Efficient Manner
A company’s business and telephony tools are all integrated when it uses agent CTI. Call routing can then be done more efficiently and effectively when agent CTI is used.
An incoming call can be routed to an agent based on the following information:
- Caller’s selections on the IVR
- The location of the caller
- A description of the caller’s demographics
- Previous interactions between the caller and the company
- Expertise, skill, and specialization of the agent
- Calls that the agent receives from a particular geographic region
- Language used by the agent
- Verify agent availability
- The company’s other meaningful constructs
For a company to meet and exceed the expectations of their customers, it is essential to route calls based on comprehensive information regarding the caller, agent and team.
Using agent CTI, the client will be more satisfied with their service as they will be able to speak with an agent who speaks their language and knows everything about the product they called about. In addition, the call center KPIs (i.e., first contact resolution, handle time, etc.) will also be optimized with agent CTI. Both customers and the call center will benefit from this.
Providing Better Service through Better Collaboration
In addition to facilitating collaboration within call centers, agent CTI is the key to the following call center software functions:
- Conferencing over voice
- Call whispering
- Call snooping
- Call barging
When agents have access to these tools present within agent CTI, they are more likely to seek assistance from colleagues, which increases interdepartmental collaboration. By adding a manager or colleague to the call, the issue can be resolved without having to transfer the call.
Apart from all the above benefits provided by agent CTI in cloud telephony software, using it, a call center manager can gain a comprehensive understanding of the performance of their team by monitoring the calls, recording the calls, and making data-driven decisions based on this information.
Data-driven decisions can be made by businesses thanks to agent CTI. Business communications have been simplified through CTI.
So would you like to implement cloud-based telephony software with agent CTI? Trying office24by7’s cloud-based telephony software would be a good idea as it has an inbuilt agent CTI. For more information, don’t hesitate to contact us by calling 91 7097171717 or by emailing us at [email protected].