CTI Integration

CTI is used for integrating customer contact channels (voice, email, web chat, fax) with computer systems, enabling you to screen pop client information onto agent PC’s and control telephone calls from the desktop PC (dial, transfer, mute, conference, etc)

Benefits

• Improve agent productivity as client information is screen popped to agents
• Improve customer satisfaction, data and voice can be transferred together so there is no need for customers to repeat information if they are transferred
• Real time and historical reports – provides predefined and customised reporting capability