Hosted Contact Centre provider NewVoiceMedia today announced that it has been granted a UK patent for its Computer-Telephony Integration as a Service. From today, any call centre can implement customer-centric handling simply by using an 08XX number and renting the NewVoiceMedia service ’on-demand’. There’s no new hardware or software integration required, and users can still use their existing switch.
Research shows that 80% of UK call centres have not been able to implement CTI because of the costs involved and the complexity of integration. However, CTI offers major advantages for call centres as it enables them to route calls according to information on the caller held by a CRM system. CTI is much more than screen popping data to the agent before the call is put through. For example, callers can be routed to the last agent they spoke to; loyal customers can be identified by their recent spending patterns and prioritised in the queue; and callers can be given targeted messages while in-queue, making cross-selling much more relevant and effective. Some of the early adopters of this Individual Caller Treatment report sales increases of 15% because of its implementation.
source: http://www.prweb.com/releases/CTI/SaaS/prweb1105164.htm
No comments:
Post a Comment