Call Centre CTI Solutions in Australia
How CTI (Computer Telephony Integration) Works in a Contact Centre
CTI is one of the core components of modern contact centre operations. It enables the contact centre phone system to connect to a computer system and interact with it.
This enables contact centres to be more efficient and provide a much better customer experience.
In practical terms, for example, when the contact centre system is connected to a Customer Relationship System (CRM), it enables the contact centre platform to identify the customer who is calling (by recognising the phone number) and then populate relevant information immediately for a contact centre agent, such as the identity details, last order, last correspondence, etc.
Or, when combining the phone system with the IVR (Integrated Voice Response) and your CRM tool, you can identify the customer's value and route them to a different queue or to your most skilled agents (or even the same agent they spoke to last time).
Benefits of Computer Telephony Integration in a Contact Centre
CTI is very common in modern contact centres as it offers a host of benefits, including:
- A better customer experience - Contact centre agents can be immediately armed with the right information to help the customer saving them time and the need to repeat information. You can also identify VIP customers and provide them with priority over other callers.
- Reduced costs - There are a few components to this but a key benefit is a reduction in Average Handling Time which has a direct correlation on reduced operating costs for a contact centre. Some studies have shown by having CTI can reduce AHT by 30% - a significant saving.
- Improved data - With CTI you have the ability to capture information about all the customer touchpoints with your organisation enabling intelligent analysis and decision making.
- Increased revenue - Arming the contact centre agent with the right information can lead to increased revenue, e.g. "I can see you last ordered product x 3 months ago, would you like me to organise another delivery for you today?".
How can you access CTI for your contact centre?
Most modern contact centre platforms already include tools and methods to integrate with your other systems through the use of APIs or other custom-built tools.
In fact, many of the leading contact centre platforms are ready to integrate immediately with CRM tools like Salesforce, Zendesk etc or Knowledge Management Platforms like Livepro, Panviva, Knosys etc saving you a lot of time and expense.
Like most technology, purchasing it is one thing, but getting it to work correctly or efficiency is another!
The vendors listed below will be happy to provide you with further information, or you may want to consider engaging a specialist contact centre technology consultant who can help you with everything from procurement to implementation and optimisation.
Search suppliers of CTI Solutions for Call Centres in Australia
Contact the call centre technology vendors below or use the search filters to find vendors with other contact centre solutions.
