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Benefits of Ultra’s CTI
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- Each network solution is CTI controllable – ACD rules, IVR, call recording, inbound call routing set-ups, messages, all in real-time.
- Access and control of the CTI is by secure, password authenticated website interface and controlled by the centre and end-user. Only changes are allowable to the appropriately authorised personnel which the contact centre can control. This person need not be technical and is more likely to be the supervisors and managers rather than your IT teams.
- Each call routing plan is easily reviewed via the online managers tools and changeable in real time as the business requires i.e. emergency messages or call delay messages can easily be inserted to improve the customer experience.
- The logins and changes to the systems are recorded for the contact centre to monitor and audit if required.
- The Ultra ScriptWrapper agent interface permits ‘data pops’ to populate the agent screen with data about the call. Additionally there is an open integration of the data held by a client’s CRM system, both for read and write operations.
- The ScriptWrapper also permits automatic look-ups to more sensitive client data held on site but without any screen toggling by the agent – time saving and better for 1st call resolution.
- Dynamic routing changes are now possible to suit the business need: -
- add new agents in minutes to upscale your capacity
- change the call routing of an important client to an appropriate agent working at a different office that day
- add new messages in the morning to respond to a media announcement
- It means the flexibility to respond to changes in your business in minutes - without delay, without expense and with utmost efficiency.
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CTI (3) - 22,200
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