inContact CTI
CTI Empowers Your Agents with Information
Leverage your corporate database with CTI software, computer telephony integration, to enable customer self-service and improve agent efficiency.
Computer Telephony Integration (CTI) is all about leveraging the customer database to deliver a great customer experience. inContact CTI™ call center software easily integrates with your data server to provide agents with screen pops to reduce contact handling times. The inContact CTI can also link Interactive Voice Response (IVR) applications with your transaction database, enabling customer self-service.
Call Center CTI Benefits:
- Give them the option to check an account balance, look up the status of a trouble ticket, or find the nearest store.
- Priority routing means all your customers can dial the same number, but preference can be given to those who meet your custom criteria.
- Screen pops save both the customer and the agent’s time by eliminating time-consuming steps of looking up customer information.
Call Center Software Benefits:
- Connect your customers to the right agent more quickly
- Decrease call handle time by delivering screen pops to agents
- Eliminate customer frustration by removing the need to repeat information just entered using touch tones
- Use a variety of techniques to collect account information from and open the right screen directly to the agent’s desktop
- Minimize calls to agents through the use of effective self-service applications
Call Center Software Benefits:
- Base your call routing on more than inbound DNIS
- Implement sophisticated call routing based on database information. (For example, a past-due customer calling into customer service can automatically be routed to collections.)
- Reduce training and increase agent convenience using “click-to-dial” to call customers
- Provide customers access to their information safely and securely
Call Center Software Benefits:
- Construct database queries in a variety of ways including SOAP/WSDL-based web services, SQL, and standard HTML
- Create custom queries to update tables in the database or search for values based on caller or agent input
- Provide customers access to their information safely and securely
- Resources
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PGP Corporation Customer Spotlight 
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Mitchell International Customer Spotlight
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