A CTI connector brings your contact center telephony system and your CRM together. What that means is that you can actively make all calls and call-related functions directly from your CRM screen. So, in a way, CTI connector helps automate a task that could take a major portion of your agent’s time and effort.
However, to understand this better, we should examine a contact center without a CTI connector. How does that look? Messy.
Every time an agent has to make a call, they will manually dial the number after searching for it through the CRM. Moreover, every time an agent receives a call from a customer, they will have to scavenge through the CRM database (and other databases) to look for relevant information about the customer who is calling to lead a contextual and personalized interaction.
This scenario involves the agent’s extensive manual labor, along with time consumption and increased average handling time.
Now, let’s switch to a scenario where there is a CTI Connector involved. Every time, a customer calls there is a screen pop-up with all the relevant information about the caller, it also creates a softphone on the agent’s desktop to help them call directly through the CRM.
It also helps to automate the workflows for a call center, leading to reduced time management and effectively optimized cost efficiency.
Top Tips to Optimize Contact Center Operations
Now that we have realized the need for CTI Connectors it is important to analyze the role CTI Connector plays in streamlining contact center operations. Below are a few of the touchpoints for a contact center that are streamlined by the use of CTI Connectors.
Reduced Average Handling Time
A CTI connector integrates the CRM and telephony and helps the agent get a unified view along with all the relevant information on a single screen, along with a pop-up feature, which displays all the relevant information immediately once the agent and customer connect. Hence, helping an agent avoid any screen toggle and leading to a reduced average handling time and increased call volume per agent.
The higher call volume also indicates increased capacity per agent leading to better call center stats and better customer satisfaction.
Increased First Call Resolution
FCR or first-call resolution usually refers to customer calls on which a query gets resolved in the first call and there are no follow-up calls or reminder calls.
This rate is critical for any contact center as it significantly streamlines operations, and makes it cost efficient. But let’s see how a CTI connector helps in achieving this.
A CTI Connector displays all the information about the caller using a screen pop-up feature, also providing a unified view leading to reduced screen toggle hence, there would be a focus on resolving query instead of asking for generic information about the customer. Thus, the query could be resolved on the first call itself without needing reminders and follow-up calls.
Smoother Workflow and Operations
Many times in a contact center agents struggle to answer the same questions asked by callers frequently. The reason for this can be departmental silos, which means someone in the team knows the answers but hasn’t shared them with other team members and departments. It causes slow operation and inefficiency because of a lack of collaboration.
However, it can be resolved by CTI Connectors. Linking CRM and telephony promotes smooth collaboration within the team. Agents can get instant supervisory assistance by initiating conference calls with the customer and supervisor. With this integration, they can transfer the call to the relevant departments if needed. With departmental assistance, agents can resolve customers’ queries easily on time and handle other cases more productively.
Seamless Omnichannel Engagement
Now since digital transformation has hit the world, the platforms to reach out to any business have increased multiple folds. A customer can reach out not only through calls but also through SMS, WhatsApp, Emails, Twitter, IVR, or an app. Hence, deploying an agent specific to these mediums would take a significant amount of money to run a contact center
So, what is the solution?
A CTI Connector when deployed allows the agent to work through omnichannel queries without having to switch screens and resolve issues effectively across digital touchpoints with a unified agent interface, leading to efficient cost saving for any contact center, as the need to deploy agents for every platform would vanish.
Why choose NV’s Smart CTI Connector?
Smart CTI Connector transforms contact center operations to deliver better customer service with automated workflow and simplified interactions between the agent and the customer.
Novelvox CTI software for Cisco, Avaya, Genesys, Five9, Dialpad, Nice, Amazon Connect, and Zoom significantly reduces Average Handling Time (AHT) and improves First Call Resolution (FCR).
Novelvox offers a variety of CTI software supporting your needs for serverless, on-prem, omnichannel, and browser-based connectors that work seamlessly with existing business applications and contact center telephony.
Wrapping Up
Wrapping up the blog we can say that CTI Connector is the key ingredient that any contact center needs to make it more efficient, increase agent productivity, get higher ROI, and get better operational costs.
By connecting your telephony system with your CRM, through NVs Smart CTI Connector a contact center agent can make everyday tasks easier by saving them time and reducing the need for repetitive manual work.
This saved time is the goldmine for every supervisor because then he can redirect agents to focus on actual primitive tasks rather than redundant tasks of fetching the same information or toggling screens and more.
It will help streamline operations and also provide an efficient service to customers. With features like instant access to customer info and the ability to handle multiple communication channels from one screen, it simplifies workflows and improves contact center statistics.
Plus, now that the operations are managed the call abandonment rate would drop, thereby improving overall customer interactions.
