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.
Subscribe to:
Post Comments (Atom)
Popular Posts
-
The Dashboard Analytics feature set available in Virtual Observer 4.0 has many benefits for today's busy contact center: Gain real... -
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
-
I actually found two articles related to Netflix 's customer service operation. The gist is that they have removed email-based customer ...
-
From the Zendesk Blog : In 1972, a simple video game mesmerized players around the world: Pong. Despite its rudimentary black-and-white ...
-
Inside CSI: In this edition of "Inside CSI", I am pleased to provide you with a few glimpses into a key member of our Support and ...
-
By and large, nonprofit organizations depend on a different set of motivations to stay afloat than those in the private sector do — i.e. ...
-
In selecting good partner candidates, we have to be extremely particular. We want to make sure that the relationship will be mutually benef...
-
The contact center and unified communications (UC) markets have undergone a major market consolidation, dramatically reducing the number o...
-
In the last few months, we've been getting a lot of Nortel inquiries. We're not sure why we're seeing this more frequently - bu...
-
Why should call recording be a one-time purchase? The initial selection of a call recording vendor typically entails quite a bit of work:...
Man you're really awesome... i like your job and the way you write your call center journal.
ReplyDelete