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Computer Telephony Integration Software for Call Centers - Evolve IP - ContactCenterWorld.com Blog

Computer Telephony Integration Software for Call Centers

Integrated Cloud Call Center Software That Drives Improved Customer Engagement and Experience

Like a glorious sunset, the days of the traditional telephone handset are waning; both in the contact center and with consumers. Instead, customers are texting, tweeting, chatting and emailing while agents in new cloud contact centers are leveraging Computer Telephony Integration (CTI) software to interact with them on the communication channel of their choice.

Computer Telephony Integration Defined

What is Computer Telephony Integration? Computer Telephony Integration is defined* as “any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing.”

Okay, so what does that mean IRL for contact center leaders and their agents?

In a nutshell, it means that agents can answer and manage customers entirely on a workstation, meaning all essential agent functions such as call control, voice and user data and more are now accessible on a desktop or laptop computer.

By integrating the two systems contact center agents gain more immediate information about an inbound contact, they can respond faster, route customers more effectively and generally be in a better position to provide an improved customer engagement with better first call resolution scores.

Now that traditional data and more sophisticated interactions are now enabled via Computer Telephony Integration here are some of the applications supervisors and agents are using today:

Essential phone call controls

– Agents can quickly access call control capabilities like answer, hang up, hold and conference as well as features such as DND and call forwarding.

Automated screen pop

Agents can see the call information display and, depending on their business applications and CRM, also obtain and validate the caller’s details. This enables agents to be better prepared for the incoming call saving time and helping to build rapport.

Call and customer data transfers

In addition to easily transferring a call to another agent or supervisor the customer’s data can also be shared internally in the system. This helps to avoid the frustrations of contacts needing to repeat information over and over again along with making important account details available to quickly bring others up to speed.

Identify and share agent states

Users can easily update their current status and availability (Available, Busy, Break etc.).

Advanced Call Routing

Database rules such as skills-based routing and IVR can be automatically applied using advanced rules allowing for speedier resolutions.

Improved Business / Call Center Intelligence

CTI software, by its very nature, creates tremendous amounts of data. Good contact center software solution providers will have tools that can turn this data into actionable business intelligence both as aggregate dashboards as well as with individual consumer profiles.

Supervisor coaching

Agents and supervisors are able to work together leveraging features like call whisper and barging. These valuable capabilities not only help improve first call resolution and other call center key performance indicators, they provide excellent coaching and mentoring opportunities.

Your contact center is the lifeblood of the enterprise and anything you can do to improve your agent’s results and customer experience is a major win for the business. In today’s highly competitive environment, if you’re not leveraging technologies like Computer Telephony Integration / CTI, and features like omnichannel, workforce management and advanced business intelligence you’re falling behind. Contact Evolve IP today to learn more about our Gartner Magic Quadrant-noted cloud contact center as a service.

Why Evolve IP Cloud Contact Center:

Evolve IP’s contact center provides all of the features you need to run a world-class contact center and since it’s delivered in the cloud you won’t have to play catch-up when new technologies emerge. Born in the cloud, our award-winning solution was built with Computer Telephony Integration in place from the beginning.

Our analyst-acclaimed solutions integrate with the applications you already use making deployment simple, and we build custom solutions that make your team more effective. Most importantly, our strategies are delivered by contact center specialists, who understand your concerns, have been in your shoes and will design the optimal solution that meets your organization’s unique needs.

*Source Wikipedia

World-Class, Fully Featured Contact Center for 25% Less

Evolve IP has been recognized in Gartner’s Magic Quadrant for Contact Center as a Service, North America. If you’re looking for 3rd party feedback on our award-winning solution read what Gartner has to say about us on pages 6-7 and see what our clients had to say about us with Gartner here. Read what customers have to say about us here.

 

Categories: Call Center

Source: https://www.evolveip.net/blog/computer-telephony-integration-software-for-call-centers

 

Publish Date: March 5, 2018 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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