This page scans fine for CLI. We can cut out some 'Bank ABC's at a later date as this is only a sub-page.
Caller Line Identity (CLI) is the presentation of the incoming caller’s telephone number whether this be the customer calling into the company or the business calling their customers on an outbound campaign.
This is a feature of ISDN, and is supported by most Telephone system - telephone systems.
For inbound calls CLI can be used with a CRM database to bring useful and relevant information to the screen to enhance the customer experience and permit better first call resolution.
For outbound calls, CLI enables customers to be confident of the caller’s identity and is now one of the guideline requirements of Ofcom of any business using automated dialling to contact its customers.
Ultra’s network solution is able to both present the relevant CLI of the caller to the agent application on all inbound calls and interface to the centre CRM to bring up other data automatically. All this can appear on one agent application to improve the customer experience and increase the revenue per call as time is saved for the agent not having to toggle between screens and of course the inbound call is also routed to the most relevant agent able to handle their call.
Additionally Ultra network solutions are able to present the contact centre CLI in great detail which can vary per campaign or even per record dialled.
For example, an outsourcer running 2 concurrent campaigns:
Bank ABC – the CLI presented would relate only to them and so on return calls either the message for Bank ABC would play, the agent could answer the call in the names of Bank ABC or indeed the call could divert to Bank ABC.
Bank XYZ - the contact centre could now present anther CLI number relevant to them and do the same as already detailed above.
This feature gives complete flexibility to the contact centre and gives complete business continuity to the customers who call back on the outbound campaign.
Key phrase (no times appears in content) – Google searches in last year
Existing phrases (appear 3 or more times in text):
CLI (8) - 74,000
bank abc (4) - Insufficient data
inbound call (3) - 2,900
contact centre (3) - 40,500