Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : How To Take Advantage Of CTI & SMS To Communicate With Your Customers

#contactcenterworld, @PhoneIQ_US

Author: Elena Arretche, Product Marketer, PhoneIQ

How To Take Advantage Of CTI & SMS To Communicate With Your Customers

In a competitive marketplace, small businesses must strive to go above and beyond in their efforts to cater to their customer’s needs. Fortunately, you can enhance interactions between your company and its customers by utilizing SMS applications and Computer Telephony Integration (CTI) software.

By using CTI and SMS systems that integrate with your CRM, you gain centralized control over your business communications through a simple interface. Using that interface, users can effectively communicate with their customers to manage their expectations and anticipate their future needs.

If you are looking to increase productivity and encourage customer engagement, CTI and SMS applications may be the solution you need. To learn how you can take advantage of CTI and SMS to communicate with your customers more effectively, continue reading.

What Is Computer Telephony Integration?

CTI systems merge telephones and computers seamlessly. These systems are powered by voice over internet protocol (VoIP) technology, allowing voice and other media forms to travel over the internet. Using a CTI, users can make outbound calls, receive incoming calls, and perform other related tasks directly from a computer or mobile device. CTI systems can also be integrated directly with CRM platforms, like Salesforce, allowing small businesses to capture, track and manage data linked to incoming and outgoing calls or texts.

CRM Integration

A CTI system can be fully integrated with your Customer Relationship Management software. Therefore, all customer information relating to calls can be accessed right from your CRM dashboard. With this integration, you get all of the essential caller details you need, including historical data from past interactions.

With this information on hand, agents can serve each customer better and resolve their issues efficiently and accurately.

Phone Controls

CTIs include phone control features like mute, hold call forwarding, and conferencing. This keeps agents from needing to switch between the computer software and a physical phone. This mode of operation prevents distractions, allowing operators to keep their focus on customer interactions.

Automation dialing

Dialing phone numbers manually is time-consuming, especially when many of the calls go unanswered. That’s why some modern CTI systems also include automated dialing features that remove multiple steps from typical call center procedures. Some of our automated dialing features include the following:

Click-to-call

Click-to-call services allow users to simply click a number to make a phone call. Similarly, customers can use click-to-call systems to connect with call center representatives while using an app or browsing a website.

Predictive dialing

Predictive dialing is a type of automated dialer that places phone calls when agents aren’t available. The software selects a phone number and dials it for the call center operator, reducing the amount of time spent manually dialing numbers. By using an algorithm, the predictive dialing system then predicts how long it takes for an agent to answer a call. Based on previous data, the system modifies the dialing rate to ensure that agents spend an appropriate amount of time speaking with customers and addressing their needs.

Power dialer

With a Power Dialer, you can import leads, contacts, and accounts to streamline your dialing campaign. Power dialer also automatically dials through your work queue, seamlessly completing your cadence based on call results.

Screen Pop-ups

Screen pop-ups, or screen pops, are an essential feature of CTI systems. A screen pop is a window that automatically appears on the agent’s desktop whenever a customer calls in or is reached. The window displays relevant information that can be used to resolve customer issues.

Screen pops typically include caller authentication information, caller history, and other customer data. Having this data instantly available allows operators to provide a more personalized service without the need for toggling between apps to find customer data.

CTI & SMS automation features for improved customer communications:

  • Automation dialing
  • Click-to-call
  • Predictive dialing
  • Power dialer
  • Screen pop-ups
  • Call Routing and Transferring
  • Workflow automation
  • Automatic Activity Capture

Call Routing and Transferring

A way to leverage automation for customer experience is with call routing and transferring. By using an Automatic Call Distributor, data from inbound calls gets matched with data from the company’s database then the call is routed to an agent who is best suited for that call. For example, if a Spanish-speaking customer is on the line, the software will search for an agent who is a proficient Spanish speaker then automatically route the call to them.

Workflow Automation

With CTI systems, repetitive tasks can be eliminated through automation. Call logging, case creation, and task creation can all be automated using PhoneIQ. Call recordings, notes, and other relevant call information is also recorded automatically in Salesforce. This built-in process automation makes automating your call center workflow easier than ever.

Automatic Activity Capture

All customer interactions are automatically captured in Salesforce when you use CTI systems. This includes phone calls, voicemails, texts, and more. Automatic activity capture boosts agent productivity, while also helping you keep track of every activity that occurs in your CRM.

Benefits Of Incorporating CTI Technology

Tools like CTI systems can be leveraged to optimize communication processes, encouraging sales growth, consumer engagement, and lead generation. CTI systems can also enable you to provide higher levels of customer service, producing interactions that lead customers to share their experiences with other consumers.

If you are interested in implementing CTI systems in your business, here are some of the benefits of this technology.

Better Information with Direct CRM Integration

If you were tasked with introducing a new platform to your workforce, you’d be confronted with the difficult and time-consuming process of training your staff to use it. Fortunately, CTI systems can be directly integrated with CRM platforms. With everything working within your current CRM, you don’t have to worry about providing employees with too much additional training.

Having an integrated platform also means your data is stored and managed all in one place. Through your CRM, you can use reporting, metrics, and analytics tools in tandem with your new call center system. Call recordings and notes are also directly saved in your CRM, meaning you’ll never need to check in multiple locations to find important details about past calls.

Improved Customer Service Capabilities

With an integrated CTI system, you can achieve seamless communication across multiple platforms and channels. Because CTI systems allow you to easily monitor and track call data, you’ll never be out-of-the-loop on what your customers’ previous stated needs are. Furthermore, data gathered through your CTI can be used to provide the optimal experience. For example, if you discover that customers are much less likely to answer the phone on Saturday mornings, you can plan your next week of calls with that information in mind.

 

Simplified Employee Training

CTI systems save past calls within your CRM. These calls can be used to train new staff on appropriate phone conduct by providing workers with examples of good and bad conversations that they can reference to help them identify best practices.

Call monitoring can be used in training as well. Using call monitoring features, a trainee can listen in on a phone call live to learn from their senior coworkers. The opposite is also true, with managers listening in on agent calls to provide guidance or feedback.

 

Time Saved On Every Call

Having a CTI system in place allows you to minimize the amount of time it takes to make a call. There’s no need to manually input numbers because most CRM’s offer click-to-dial functionality. Even more time is saved by other critical features, like call routing, workflow automation, and automatic activity capturing.

 

Communication On The Go

If you aren’t at your desk or near a computer, it can be difficult to stay on top of communications. Even more so, trying to log every interaction to keep track of each customer’s case. So one of the many benefits CTIs offer is enabling automated sync and logging of all communications held from mobile devices, like Apple and Android smartphones.

Using CTI Systems To Your Advantage

Having all communications integrated into your CRM lets you keep better track of every interaction. Here are some ways you can track interactions and maximize productivity while using a CTI system.

Leverage SMS

SMS, or text messages, are said to have a 97% open rate. This makes SMS a powerful tool that can be added to your company’s arsenal.

 

Obtain Local Numbers For Markets That You Serve

Having a local number in a market you serve can improve customer service, build trust, and offer cost-saving benefits. Virtual phone numbers are effectively domestic phone numbers that can be used for each country where your business operates.

Using virtual numbers can help your company cultivate a stronger global presence. With virtual phone numbers in place, customers won’t need to subscribe to an international dialing plan to reach you from abroad. This makes your business seem far more accessible, which builds a positive image of your company for your international customers.

Track and Manage Call Center KPIs

To drive operational excellence, call centers need to keep track of the customer experience, agent efficiency, and overall call center efficiency. This requires consistent monitoring of Key Performance Indicators (KPI’s). After integrating a CTI system, you can reference call-related data directly through the CRM dashboard. This means you can keep track of your call center KPIs and gauge overall performance seamlessly.

To use CTI Systems To Your Advantage:

  • Leverage SMS Texting
  • Incorporate Other Technologies To Improve Performance
  • Obtain Local Numbers For Markets That You Serve
  • Track and Manage Call Center KPIs

#contactcenterworld, @PhoneIQ_US


About PhoneIQ:
Company LogoAll-in-one cloud phone system and call center software for companies that run on Salesforce. Instant setup. Mobile ready. Globally available.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Friday, November 18, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

 
1.) 
Premium Listing
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

9.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =