John Smith, a busy man holding corner office in his organization had an issue with a product he bought from an online store. He called the company's customer service center and reached a representative who systematically recorded all the relevant details and within minutes resolved his issue. He hung up feeling thrilled and swore to maintain his business with them forever. Millions of customers like Smith end up being immensely flattered by the prompt customer service. Thanks to all the latest techniques and advancements that triggers the system to perform more efficiently than ever. There are multiple determinants that decide success of a call center technology. One of the contributing reasons is efficient CTI (Computer telephony Integration) plug-in.
What is CTI?
Computer Telephony Integration (CTI) refers to the process of linking computer software with telephone systems to answer calls, add edit and provide data, route calls to specific department and escalate calls to other agents/managers/Supervisors. At a customer service center, CTI provides a screen pop, allowing caller's information to appear on the agent's console (application). "Things have become so much easier. I get to know about the caller even before I answer the call, Its amazing! We resolve most of the cases quickly. We are happy and our customers are happier! " says a delighted Customer Service Representative of a US based mega online store's call center.
CTI also stands for Customer's Time is Important! - It's all about Enhancing Customer Experience
CTI is one of such value added services for a customer service center implementation (CRM Solution) that has become potentially decisive differentiator in today's complex marketplace. The global market for System Integration is projected to reach $339. 68 billion by 2017, according to Global Analysts Inc. servientrega centro de soluciones The contemporary system integration market is driven by the need to integrate multiple application/system capabilities influenced by a modern approach. As per a study done by AT&T, 27 percent of customers who cannot get through to a company's 800 number buy elsewhere or skip the transaction entirely. An effective CTI directly correlates with an acknowledged Customer Experience. Delivering undisputed customer experience has become the prime intent of any business.
One of the fast growing system integrator is NebuLogic Technologies based out of Plano, Texas. The Customer centric approach coupled with the relentless pursuit to deliver the highest quality of solutions has made NebuLogic an undisputed partner of choice for many fortune 500 companies worldwide. "It is an honor and a very humbling experience to note that our solutions are being used by thousands of service and sales professionals who are providing round-the-clock services to 30+ million citizens, " explains Nivas Nallanthi, Chairman and CEO, NebuLogic Technologies. The IT company has deployed more 100 customer service center solutions in different business verticals.
How Does it Work?
Computer Telephony Integration results in screen pop which provides customer information to agents, enabling them to deliver the comprehensive customer service experience.
"When the call is presented to an agent, specific customer data is obtained from the caller's IVR interaction, from internal or external databases, or from third party CRM providers. The information goes through NebuLogic Cloud Application Development Framework (NCADF ®), which facilitates the process of Data management. CTI creates a superior interaction where the customers are not asked to repeat information as and when their call is transitioned from automated systems to agents or when their call is transferred from one agent to another. ", Says Nivas, according to whom, CTI is the most critical value add service for any customer service center solution.
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