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.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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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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