The term "CTI" is often used in
a general way to refer to the technology used to integrate
a business's computing systems with its PABX and IVR call-handling
functions.
One common use of CTI is to pass the caller's
Telephone Number (provided by the telephone network CLI) to
a call-centre agent's PC, which then receives screen popping
of the caller's account or customer contact data. This is
a terrific customer service option for some applications like
taxi booking services.
However, with CTI technology in place and an IVR system, you have other powerful call-handling opportunities. An IVR system is able to provide further call-centre help by sending information that a caller entered while using the service. As an example, a Customer Number passed with a call to a CTI Server can identify the caller, no matter where they call from, allowing their details to be rapidly accessed from a database or CRM system.
Other parameters can also be passed from the IVR that might describe why the call has been directed to a staff member. Call context information such as "Password Incorrect", "Loan Account Enquiry" or even a complete IVR usage history for the call can be passed with a call so that an agent can respond directly to the caller's needs.
CTI Implementation Needs
To implement CTI services a PABX with CTI capability in-built (or through a third party CTI Server) is required. In addition, each call-centre agent's PC will require a CTI client software package loaded to allow the PC to receive CTI information from the CTI server.
Swift Call has a standard CTI interface available based on industry standard TAPI, but has also developed interfaces to proprietary third party CTI servers including "Aspect", "Line 4", "Zeacom" and others.
Some customisation of CTI call transfers and systems integration work is always required to cater for individual needs and will need to be specified and separately quoted.
Swift Call would be happy to assist you to develop and integrate these functions into your business. |
