Computer Telephony Integration
Martin Dawes Systems’ Computer Telephony Integration (CTI) application is a call management utility for service centres utilizing the diseMP billing and CRM system. CTI delivers efficiency and personalization in the handling of inbound customer calls, automatically populating the adviser’s screen with the caller’s details.
The application enables the CSA to perform many actions using the CTI menu on the diseMP interface, including accepting, terminating, holding, retrieving, transferring and escalating calls from customers. Subject to security restrictions, the CSA is also able to initiate outbound calls.
For the customer calling the service centre, especially those that have encountered long queues on an IVR system, being greeted by name, with all their essential user details to hand, is a welcome upturn and helps to deliver a very positive user experience.
For the service centre, reducing the length of time it takes to handle a call without sacrificing customer satisfaction is essential for efficiency and cost control. Automated screen population functionality delivers the required time saving, allowing the adviser to move directly through security and on to the matter at hand.
- 1 A customer, “Mr Smith”, dials the call centre to make a bill enquiry.
- 2 The call is routed from the switch to an available extension according to the ACD configuration, “5401” in this example.
- 3 The CTI icon on diseMP flashes on extension 5401, alerting the agent of a call waiting. “John” at extension 5401 accepts the call. The Calling Line Identity (CLI) is queried against the customer database and identified as belonging to Mr Smith. The Subscription Summary page of Mr Smith’s account pops onto the adviser’s screen. The adviser greets Mr Smith using his name.
- 4 After security checks, Mr Smith indicates he has a billing enquiry, at which point John indicates he will transfer Mr Smith to his colleague Steve in billing. John selects the Transfer Call option from the interface CTI menu.
- 5 On extension 5402, the CTI icon on diseMP flashes. Steve accepts the call, Mr Smith’s account pops onto the screen and he is greeted by name again.
