CTI

Opencomm contact center products are CTI-based solutions

Key Features

• Screen-pops – CTI populates the agent script with relevant data.
• Synchronization – the agent receives voice and data in unison.
• ANI / CLI –  identifies a caller and reveals relevant data to the agent.
• IVR Self Service – extends operational hours 24/7 without staff increases.
• Data capture – CTI displays data and captures/ stores further data.
• Multiple data sources – including the contact center database, enterprise LAN or WAN, mainframe, mini-computer, Internet or corporate intranet databases.
• Tailored campaigns – agent screen data can be selected according to the campaign requirements.

Benefits

• Increased productivity & efficiency – Effective management and use of data.
• Knowledgeable agents – Agents do not have lengthy delays to retrieve relevant data.
• Reduced ‘talk time’ – Less time spent on and wrapping-up calls.
• Instant data – Data is provided instantly when transferring calls between agents.