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The Critical Role that CTI & Smart Call Routing Play in Increasing Customer Satisfaction - IPscape - ContactCenterWorld.com Blog

The Critical Role that CTI & Smart Call Routing Play in Increasing Customer Satisfaction

How satisfied are your customers? When your customers call you, what level of service are they experiencing? Did you know that linking your call centre and your Customer Relationship Management (CRM) system can not only improve customer service levels, it can create cost savings for your business?

What is Smart Call Routing?

Smart Call Routing uses a combination of call data, caller information and your customer database to intelligently route calls to the most appropriate call centre agent.

By using a customer’s telephone number, it is possible for you to identify whether a caller is a frequent or important caller, therefore bypassing an IVR (Interactive Voice Response) and routing them straight to the relevant agent or department. It has been documented that improved customer service levels increase customer loyalty which directly impacts sales.

How can customer satisfaction be further improved?

By integrating your Customer Relationship Management (CRM) with your cloud contact centre, you can further enhance customer satisfaction levels.

Computer Telephony Integration (CTI) describes any technology that enables computers to interact with telephones. Smart call routing is one function of CTI with screen pops being commonly used. Screen pops display information to the agent about the caller the moment that they phone. On average, call centres who utilise screen pops, experience a reduction in their Average Handling Time (AHT) of 5 – 12 seconds. This creates significant costs savings within your contact centre.

Other examples of smart call routing include:

  • Connecting a caller to an agent they have previously built a rapport with
  • If a caller speaks another language, routing the caller to an agent who speaks the same language
  • Prioritising VIP or frequent callers in the call queues and routing them directly to the correct department or agent
  • Offering special offers if they are due for contract renewals, based on information derived from the CRM

Interoperability within your contact centre

Interoperability is the ability of computer systems to exchange and make use of information. It is highly unlikely your contact centre relies on one platform to deliver all your software needs.

When there are multiple software vendors involved, it is important that the systems interoperate and integrate seamlessly with each other. For example, your cloud contact centre software talking to your CRM. ipSCAPE can integrate with almost any cloud CRM like SalesForce, ZenDesk and ServiceNow.

CTIs can log and record calls and caller information in CRM tools, maintaining your CRM as a single source of truth for customer information.

This added benefit creates a positive experience for callers and a more efficient use of your resources.

To create legendary customer service in your call centre by integrating your CRM with your call centre, contact us.

Source: https://www.ipscape.com.au/customer-experience-management/the-critical-role-that-cti-smart-call-routing-play-in-increasing-customer-satisfaction/

Publish Date: August 31, 2018 5:00 AM


2021 Buyers Guide Automated Call Distributors

 
1.) 
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.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from IPscape

Recent Blog Posts:
4 Ways Integrating your CRM within your Contact Centre can Improve Customer SatisfactionSeptember 10, 2018 5:00 AM
The Critical Role that CTI & Smart Call Routing Play in Increasing Customer SatisfactionAugust 31, 2018 5:00 AM
Five Steps to Move your Contact Centre to the CloudAugust 22, 2018 5:00 AM
Are you Making These 5 Outbound Contact Centre Blunders that are Losing you Customers?July 9, 2018 5:00 AM
How to Predict the Future using WFMMay 9, 2018 5:00 AM
Three Ways Inbound Call Routing can Improve Customer Service & Increase SalesApril 5, 2018 5:00 AM
Will Australian Call Centres Be Taken Over By Robots?October 12, 2017 5:00 AM
Customer Experience Management – how important is Omni-channel?March 30, 2016 5:00 AM

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