How to Benefit From Computer Telephony Integration (CTI)

When you think of a call center, what is the first image that comes to your mind? You immediately think of a series of agents hooked to their phones and dealing with customers, don’t you? Well, welcome to the modern world of cloud-led call center software solutions. Gone are the days when an agent would actually have to handle a proper phone to communicate with the customers. It really does not work like that anymore. Nowadays, if you visit a call center, you are going to see agents hooked to their computers and talking to their customers on what seems like headphones. This technology is commonly referred to as Computer Telephony Integration (CTI). 

Modern cloud-based outbound call center software basically allows the call center agents to handle CTI technology without actually touching the phones. This technology is one that has been around for a while now and has been successfully implemented in call centers around the globe. 

As consumerism is on the rise, customer demands and expectations are increasing too. That further increases the need for efficient call centers. With an increase in the traffic in the call centers, not only is it important to use the best telemarketing software, but also make sure that it is easier for the agents to handle that kind of business and deal with each customer efficiently. That’s why CTI is being used. And why shouldn’t it? It offers numerous benefits. Some of them are-

•    This makes handling calls easier. Earlier, when agents had to actually use a phone to talk to customers, it was a hassle for both parties involved. It would even cost the call center some business if the agent wasn’t able to effectively handle the contact center software solutions. But CTI eradicates the need for all of that. If a customer is trying to reach out to an agent, then it would pop up on the computer screen itself. By clicking certain buttons on screen, the agent will be able to communicate with the customer, receive his call, and disconnect it and so on. 

•    Also, this screen pop up feature of the CTI cloud customer service software is very helpful. When a customer is reaching out to an agent, the agent will not only be receiving a notification, he or she would be receiving all the previous records and other information about the customer. This information would include the past call recordings, the customer’s call history, purchase information, emails, and other personal details. That way, when they are talking to the customer, they will be able to refer to the information that is at their disposal in order to provide a better and more efficient service. 

•    When the agent is talking to a prospect, he or she might feel the need to transfer the call between departments or even ask their managers for some help. If you didn’t have CTI, it would be difficult to do the same and would result in putting the customer on hold for longer periods of time. When it comes to customer contact center software solutions, you want to avoid that. However, CTI makes these inter department transfers much easier. 

•    This kind of cloud contact center software would certainly be more economical. Since your agents would be handling calls through their computers, that would reduce the amount of time that is spent on one customer. That means this time could be used to handle other calls or carry out other tasks thus increasing the productivity of the call center as a whole.

Remember this, call centers using the best call center software will put in a lot of effort to provide impeccable customer service- and CTI is one of the important and beneficial tools that can help you reach the heights you deserve.