5 CONTACT CENTER TECHNOLOGIES YOU SHOULD KNOW ABOUT
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1. CTI – COMPUTER TELEPHONY INTEGRATION
CTI is a type of technology that enables computer and telephone systems to interact together. Contact centers implementing CTI can use computers to manage all telephone calls, which in turn leads to increased efficiency and better results.
When agents using CTI receive incoming notifications, a screen pop up is displayed, showing the caller’s account information on the agent’s computer screen. This saves time for both parties by giving the agent the customer info they need to lead the call and solve the problem. CTI screen pop is often used in tandem with a unified desktop, so an agent has complete access to customer data.
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2. ACD – AUTOMATIC CALL DISTRIBUTOR
ACD is a telephony system that recognizes, answers, and routes incoming calls to the terminal or agent that is best suited to handle the caller’s needs. Knowing where to send incoming calls before they are answered is a huge help for companies receiving a large volume of calls. ACDs help companies meet customer needs more efficiently.
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3. INTELLIGENT CALL-BACK
The Intelligent Call Back feature allows callers to select the call-back option so that they don’t have to wait in a queue on the phone. Instead, the caller can return to what they were doing, and the agent will call back as soon as possible.
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4. IVR – INTERACTIVE VOICE RESPONSE
IVR is an automated phone system that allows incoming callers to access the information they need without having to talk to a person. Callers can help themselves by entering information via a touch-tone keypad or speaking into the phone. Different IVR systems have different levels of natural language speech recognition. Well performing speech recognition software has grammar and data to recognize different dialects and an expansive vocabulary. The IVR operates on a strategically developed call flow and undergoes continuous tuning based on customer interaction with the IVR.
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5. UNIVERSAL QUEUING
The goal of Universal Queuing is to pool all customers on hold into a single waiting list, regardless of how the customer contacts your business (phone, email, chat, social media, etc.). Having one universal queue of customers brings increased consistency and efficiency for the customer interaction.
by: ptpinc
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