CTI enables efficient and quick data processing

CTI is most commonly used in call centres and is known as ‘screen pop’ as it has a wide variety of features that enables agents to easily accept a high volume of calls whilst processing important data quickly and efficiently on their desktop pc or laptop.

The system has in-built features such as:

• Monitoring, managing and routing calls
• Call performance data
• Agent activity reporting
• Agent productivity tools
• CRM Integration

The CTI system can also be integrated into other business systems such as order entry, billing, reservations, fulfilment and ticketing.

With the increased use of hosted telephony systems across all business sectors the need for sophisticated and expensive telephony systems is being overtaken by cloud based software like VOIP Systems.

Management of these systems lies with Voice IP Comms who will maintain and update the systems for optimum efficiency without a need to upgrade any expensive hardware.

The core Contact Centre Software provides:

• Hunt / ring group-based routing and longest idle routing of calls
• Contact Centre Clients, which improve agent and supervisor productivity with call management, screen pop with CRM integration, and call control
• Contact Centre Reporter that delivers historical and real time management reporting and call recording capabilities
• Contact Centre can also be implemented as a virtual contact centre through centrally locating it in a data centre or by networking multiple servers together

Contact Centre Software does have a number of add-ons available in the form of optional modules that address more advanced requirements:

• Intelligent Router – routing by skills set or look-ahead routing which changes the route a call takes based on real-time performance indicators
• Media Blending – greater flexibility in contacting agents through routing media such as email, fax, SMS text and webchat as emails to agents, in the same manner as voice calls

Integrated IVR – to provide an automated and intelligent “front-end” to your contact centre, without the usual cost and complexity.