Founded over 15 years ago, CTI Solutions understand how technology can provide the leverage to reduce costs, increase service levels and just as importantly, differentiate you from the competition.
Whether it be voice, email, web chat, web call back, outbound dialling, call recording or just plain reporting, we can help you.
Contact Centre managers eventually realize a universal fact: “If you can’t monitor it, you can’t manage it.”
Most organisations provide customers and prospects the opportunity to communicate via telephone, fax and email. Advances in technology has now extended this to web chat, instant messaging and video.
If a customer or prospect chooses to call your organisation versus sending an email, does this mean that their needs are any different, or that one is more important than another?
Besides the answer probably being no, the reality is that the phone call probably took priority over the email. Was it meant to be so....?
How is your business currently handling fax, email and voice calls into customer facing departments?
The chances are that you are probably doing ok with the voice side of things...but then are you? Can you prioritise callers based on their value to your organisation, route these calls directly to your top agents, do you have the flexibility to customise reports? What about outbound calls, agents still manually dialling from your database? Can agents work from home? Can you record voice conversations?