Product Challenges

Extended Call Handling Time: Agents spend more time verifying caller identities and toggling between their phone and customer data, leading to increased call handling time.

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Increased Cost per Call: As resolution times lengthen and call service quality diminishes, the cost per call rises. Implementing computer telephony integration (CTI) can help reduce these costs.

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Lack of Meaningful Advice: Support agents often struggle to provide sound, meaningful advice due to insufficient customer data. Customers value agents who can offer well-informed guidance.

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Decreased First Call Resolution: The ability of service representatives to resolve issues on the first contact declines without effective CTI.

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Staff Training and Self-Service Tech: Business owners report challenges with training staff on new tools and protocols, as well as improving self-service technology.

Benefits of CTI

Increased Productivity: CTI integrates phone controls with your CRM, allowing for seamless updating of contact details in both systems, saving time and boosting productivity.

Improved Customer Satisfaction: Quickly accessing recent requests, sales, or tickets results in more efficient calls and happier customers.

Reduced Average Handling Time: CTI reduces average handling time by streamlining processes at the beginning and end of calls.

Reduced Costs: By freeing up live agents for value-adding tasks, CTI reduces costs associated with data entry and other manual processes.

Improved Data Security: Integrated systems with CTI enable secure data exchange between authorized users and applications and your backend systems.