CTI Explained

CTI allows you to link your computer systems with your telephony network to create a telephony solution that can revolutionise the way you interact with customers, business partners and personnel.

Using CTI it is possible for example, to automatically fetch records from a database or CRM system before a call is connected, providing the agent with all the information they need to service the caller. When calls are received, providing the caller's records are held, their details can 'pop' on the PC screen on the desktop.

This means that your staff can then answer a call with a personalised greeting, offer a more efficient and personal service or even identify possible cross-selling opportunities that could result in additional revenue for your business. With IP telephony, this functionality can be extended to your remote or home workers.

Key benefits:

Calls are dealt with more efficiently, leading to increased
customer satisfaction
Customer-facing teams can address callers by name and have
all their details in front of them before the call is connected,
increasing customer service levels
You can minimise the time spent gathering information and
therefore shorten the length of the call saving costs and
increasing employee productivity
Dialling, answering, transferring and placing calls on hold
can all be managed on-screen for increased productivity
Databases created for other purposes can be used as directories,
allowing your customer-facing teams or contact centre agents to
dial numbers and send instant messages directly from their PC
Strata communication platforms designed to support ‘third party’
CTI capabilities to offer CTI to users across the entire network,
without the need for a physical connection at each desktop
Allows your organisation to provide a better, faster and more
personal service
Working Telecoms Ltd offer a range of CTI options using two main software suites; NetPhone and SmartApplications that are allow calls to be dialled, answered, transferred and placed on hold from a desktop PC or laptop.

Smart Applications

Smart Applications consists of two powerful products aimed at enhancing productivity; SmartPhone and SmartConnect. SmartPhone is a powerful, fully-featured PC-based ‘soft phone’ that provides every employee with their own personalised productivity tool for managing their communications, and making maximum use of their time on the phone.

Working with SmartPhone, SmartConnect integrates to over 100 business applications, including many common CRM systems. Enabling features such as screen popping to back office databases, SmartConnect can also utilise the connection to your contact database to create a clear and concise address book which agents can use to simply enter the contact’s name and click to dial the number that is presented. SmartConnect also allows customer information to be transferred with the call to ensure that information does not have to be repeated by the caller.