 If
your company depends on the telephone for most of your business: taking
orders, making reservations, providing data and financial information
- using your telephone more efficiently can mean immediate benefits.
CTI is one of today's fastest growing technologies. It rivals the
Internet in its speed of growth, its ability to deliver rapid business
benefits and its level of awareness and importance among worldwide
corporations. Computer Telephony Integration (CTI) can increase
efficiency by controlling your phone service from the terminal,
PC or network.
The benefits to your business from CTI are:
Improved Customer Service
This is the area where you gain the most visible returns. Calls
are answered promptly, first time, every time; customers are routed
through to the right agents; escalation procedures are built in;
product and literature fulfilment is guaranteed with minimum effort;
an increasingly sophisticated degree of customer calls can be satisfied
automatically; customer databases can be created, validated, updated
and referenced for information retrieval.
Improved Management Information
Management knows where its telephone pounds are being spent; where
it can become more efficient; which agents are or are not performing
and which product lines are most profitable.
Improved Staff Productivity and Profitability
By focussing on what agents are doing with their time and how they
deal with their calls, management can assign resources to areas
where they are most needed.
Greater inbound and outbound efficiency
CTI leads to leaps in productivity, not to job cuts. Management
can do more with the same number of people by applying focussed
technology.If you want to improve the way you do business with your
customers, enhance the information you have at hand, and you want
to improve your efficiency and productivity by implementing CTI
but need to know more about it, we can offer you expert independent
advice.
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