CTI allows interactions on a telephone and a computer to be integrated or coordinated
Computer Telephony Integration is used to increase the productivity of contact center agents, and is sometimes referred to as “screen pop”. When there are high volumes of calls and agents need to access and manage caller profiles and customer data, screen pops can be delivered to the desktop or integrated CRM. They provide agents with useful information, such as customer and prospect data, purchasing history and information from previous interactions.
First Call Resolution (FCR) is one of the best predictors of customer satisfaction and loyalty, and CTI solutions with skill-based routing are proven to be an effective means of improving FCR. As a result of this personalized service, customers have a more positive experience that can often turn a customer service call into a call that generates revenue.