CTI - Computer Telephony Integration: To achieve the maximum customer interaction effectiveness, you can use the data from your CRM, such as account numbers or zip codes, to define routing rules. As a result, your customers are quickly directed to the right agent and never feel “lost”, interacting with the wrong person or need to repeat information (usually a negative experience).
What Are the Main Benefits?
- Reduce the number of times customers are transferred
- Match service level and customer value
- Reduce operating costs by utilizing only the right resources to handle customers
