The need for better customer experience is driving most businesses towards better and more innovative technologies every day. CTI is one of such successful innovations that has helped businesses to provide a better customer experience. CTI stands for ‘Computer Telephony Integration. CTI helps you access telephony and other channels of communication such as SMS, voice, email, and social media through a computer user interface. Given below are a few features of CTI that help give businesses a serious edge over their competition.
Make and Receive Calls Effortlessly:
Gone are the days when you needed a phone to make a call. Well, they aren’t really gone, but you don’t necessarily need one to engage in a conversation. CTI makes available all call-related information right on your computer. Now, making and receiving a call is just one click away. And an agent does not need to directly make calls from the dialer and manually make calls in order to connect with a customer. This helps save time and effort and it adds to the unified experience of all your solutions.
A phone only shows you the name of the person who is calling, but CTI does more than that. A CTI pop-up displays all the information of a customer right before getting involved in a conversation with them. Imagine that you had been in a long conversation with John regarding one of your best products. He wanted to make a huge purchase from you but said that he will get in touch with you soon. Now when John calls back, wouldn’t it be great if you knew all about him and talked to him about his last conversation? Wouldn’t there be a greater possibility that John buys your product if you have a friendlier and relatable conversation with him? Thus with the help of a CTI pop up, you can have more relatable conversations with your customers and also save a lot of time as you would not need to ask about their queries all over again.
Click to Call Functionality:
In CTI, you do not have to dial numbers to make calls. All the numbers that are displayed are made clickable. As the CTI can be easily integrated into your CRM solution, all the phone numbers that are displayed in your CRM also become clickable. This simplifies the calling process and allows your agents to make calls directly from the CRM user interface.
CTI can also be easily integrated with your existing CRM. When your CTI is integrated with your CRM, all call-related information is displayed right into the CRM interface. This helps you access voice logs and reports so that you can evaluate all call interactions directly from your CRM interface, and gives you the ability to make and receive calls directly from the CRM interface. Once you successfully integrate CTI with your CRM, you would not have to sign in to both the CTI interface and the CRM interface this helps save agent time and consequently increases productivity.
Monitor Your Agents:
CTI allows live call monitoring, call recording, real-time and historical reporting. These tools help managers make data-driven decisions for more effective call campaigns. Effective reporting and analytics contribute to improving the customer experience of your organization by helping you pinpoint the areas where your agents are lagging. Reporting and analytic tools significantly aid in improving the productivity of your organization by allowing your supervisors to analyze the work of your agents and helping them give the direction that they need for improvement.
Phone technology has significantly improved over time and has put most businesses in serious advantage when it comes to maximizing agent productivity and getting the best out of every interaction. CTI has simplified calling and empowered businesses to make data-driven decisions. With the help of intelligent reporting managers can now pinpoint the things that contribute to the growth of the organization. Managers can now train agents so can avoid making mistakes while talking to their customers and access call records which are several years old. This has helped maintain transparency between customers and clients and fostered healthy relationships between customers and businesses.
Phone technology has significantly improved over time and has put most businesses in serious advantage when it comes to maximizing agent productivity and getting the best out of every interaction. CTI has simplified calling and empowered businesses to make data-driven decisions. With the help of intelligent reporting, managers can now pinpoint the things that contribute to the growth of the organization. Managers can now train agents so that agents can avoid making mistakes while talking to their customers and can access call records which are several years old. This has helped in maintaining transparency between customers and clients and foster healthy relationships between customers and businesses.173