Technology based on Computer Telephony Interaction (CTI) is essential to a well-managed, modern contact centre. Computer Telephony Interaction provides the abilitity to manage and use data efficiently, which is central to the effectiveness of every interaction, to customer perception and to call times.
With Computer Telephony Interaction, your contact centre agents get an instant 'screen pop' on their monitor with information held on your databases regarding the particular client who is either on the line or who has sent a message. The information presented provides relevant caller information, as well as scripts or prompts on how to manage the call. This has the effect of helping the agent control the pace and flow of the contact, it reduces talk and wrap-up time, allows data to be captured easily and provides information instantly if call transfer is required.
Your caller perceives that they are dealing with a knowledgeable, efficient professional, who can anticipate and react to requests without delay, leading to a much greater level of satisfaction and therefore increasing the chance of gaining repeat business.
Without the use of Computer Telephony Interaction, callers have more often than not have a very different experience dealing with your organisation. Callers will no doubt have to repeat the same information a number of times, making calls longer. First-time call resolution is rare, necessitating follow-up calls that cost both time and money and which can often lower staff morale.
Contact us and let us demonstrate for you how you could benefit from 1st Communications Nortel Computer Telephony Interaction Solutions.
If you have any queries or would like more information about how to Nortel Computer Telephony Interaction Solutions could help you, please contact us or request a call back. Alternately, you can call us on 0800 0684 880 for immediate help and advice.
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