Computer Telephony Integration (CTI) – Eliminating Customer Frustration

All of us have had this frustrating experience when calling into a contact center:

• Calling a company and verifying your identity by giving a lot of information
• Finally being transferred to an agent
• The agent asks you to repeat the same information that you have just given
• The agent takes up still more of your time while pulling up your account and looking in the database to see why you called

This is an irritating customer experience, and it also wastes the time of agents who should have the information at their fingertips when the call comes to them.

The Computer Telephony Integration (CTI) component of an automated contact center can eliminate this frustration. Through properly defined and well-thought-out verification processes in the IVR, the system already knows who you are when you are transferred to an agent. CTI then enables the system to ping the backend database and pull up a screen pop of your customer information on the agent’s desktop. CTI can integrate your backend CRM and other systems, providing the agent with real-time information.

Now your customer does not have to repeat his/her information, and the agent does not have to use their costly time looking up customer information. And if a transfer is required, the customer information packet is transferred along with the call so that the next agent or supervisor has the information readily available.

MicroAutomation Benefits:

• Minimize the amount of time the agent is on the phone, thus decreasing average call time
• Best service to customer: agent knows customer’s identity and history, and has access to all information necessary to address the issue
• Full reporting and analytics to your CTI interaction
• Screen shots to agents that show where customer dropped off of online or self-service help

MicroAutomation offers a full CTI Product Suite, CallCenter Millenium. Click here to learn more.