CTI Software Connects Customers to Answers

When you think about Computer Telephony Integration (CTI), it is easy to see it as a means to an end. Yes, it connects your phone system to your databases and agent desktops, which is great, but what’s so exciting about that? While network connectivity may be the most obvious benefit, inContact's solution CTI software does a lot more than just connect technologies.

inContact’s CTI software helps you provide a personalized service experience that your customers will get excited about. Our hosted call center platform identifies your customers by unique identifiers, such as their phone number or account number, and once identified, backend CTI can provide them with information that’s helpful and relevant to them.  Information like a local address, account balance or even local power outage information.  And, if the customer needs to then talk to an agent, the inContact platform determines the right agent queue to handle the inquiry and/or the priority of that particular caller. Once the correct agent has been identified by the system, desktop CTI is used to “pop” the right customer screen.  This reduces call handle time and leads to increased customer bliss, which of course, means more business for you.

Additionally, as part of the CTI solution, inContact also offers desktop CTI that enables your agents’ call control interface to be completely embedded within browser-based CRMs like salesforce.com.  This merges your technologies, creating a seamless flow of information that provides customers the answers they need fast and gives agents easy access to the information they need to deliver a superior service experience.