Thursday, April 05, 2007

What's the biggest benefit of CTI integration with call recording?

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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