By STEFANIA VISCUSI
TMCnet Assistant Editor for Channels
As technologies make their way into the contact center, businesses today are able to much more readily cater to the changing needs of their customers.
In today's market, where having loyal customers is really a key factor in success, the availability of technology like Computer Telephony Integration, makes it possible to really gain the types of customers all businesses strive for.
Computer Telephony Integration is a technology that ties together the telephone, or in today's increasingly IP landscape, all modes of customer communication, with the computer.
Computer telephony integration can be used as a way of enhancing business tasks, but most importantly helps to improve and enhance customer service.
What Computer Telephony Integration does is tie together customer service channels in today's multi-channel contact center like fax, Web, voice, e-mail, etc. with a computer system. In this way it is easier to get customers the assistance and answers they demand.
Computer Telephony Integration Benefits
Agents benefit from computer telephony integration as caller information is automatically displayed on their screen—giving them an easier and more efficient way to serve customers while increasing customer loyalty through improved experiences.
Also, Computer Telephony Integration automates dialing and includes capabilities like hold and hang up, as well as the ability to perform reports and route calls to the best destinations.
By giving agents the tools and information they need, Computer Telephony Integration technology in the contact center helps breed happier, more loyal customers.
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