We asked this question to our panel of experts and again we were able to gather a few very strong answers. Please comment if you have a definitive view on which of these benefits is more valuable to your call center.
* Integrating CTI with call recording provides the ability to perform "cradle to grave" recording - meaning if a call is passed internally from extension to extension, the recorded event will include every conversation.
* CTI Integration provides the ability to capture Private Data, Attached Data, or User Data linked from an IVR, ACD etc. This is good for enterprise data capture such as Claim-#, Account-#, Order-#.
* The call recording system gets all of the CTI events stored with a call and gets call start. With all of the CTI events stored with a call, you can see when a call goes on hold and know how many times a call was placed on hold, etc.
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Man you're really awesome... i like your job and the way you write your call center journal.
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