On Demand CTI

Computer Telephony Integration (CTI) is all about leveraging the corporate database to deliver a great customer experience. inContact® on-demand CTI software easily integrates with your corporate database to provide agents with informational pop screens that help reduce contact handling times. The inContact CTI can also be used by Interactive Voice Response (IVR) applications to deliver self-service solutions and prioritized routing.

Why is inContact on demand CTI valuable?

There are several reasons. First, inContact CTI enriches your customer’s experience by retrieving customer-specific information and matching it with the best agent to help them. Also, the screen pop feature saves both the customer’s and the agent’s time by automatically opening the right screen directly to the agent's desktop. Finally, CTI lets a customer utilize self-service by getting or setting his own account information over the phone without talking to a live agent.

What methods does inContact use to retrieve system data?

• Web Services – The emerging standard for safe and convenient data access is using SOAP/WSDL-based web services
• ODBC Gateway – Direct database access using the open database connectivity standard
• HTML – Set and retrieve data using your web server

What are the main benefits?

With inContact CTI, you can achieve improved customer satisfaction and improved agent productivity. Your agents can more effectively complete complex telephony functions without the need for expensive equipment and complex implementations.

What is your role in system implementation?

The initial deployment of the inContact call center software for every new customer is performed by inContact’s Professional Services team. After the initial implementation, you can choose to maintain your own system or continue to use our Professional Services organization.