The main focus of
a company is delivering service and making sales. The key is to make it easy
for customers to get in touch with a business’ services. Computer telephony—sometimes
referred to as computer/telephone integration or CTI—is a technology that was
created to enable better contact between companies and customers.
Computer
telephony is not one piece of equipment; rather, it involves interlocking
technologies and combining two streams of information through open and
standards-based systems: data and voice. It’s used in all areas of business
today, but it really shines in the call center. Computer telephony has the potential
to improve the way your company interacts with customers.
Here are some
other benefits that computer telephony can offer your contact center:
Make more sales. You can build customer
loyalty when you have more information about the caller. You can appeal to them
on their terms with information in the corporate database.
Improve customer service. With more information
in the hands of the customer, they can sometimes even serve themselves, costing
you less for labor.
Reduce your telecom usage costs. You can
also have shorter call times and cut hold time as well.
You’ll have happier customers. More of
the customers’ problems will be solved the first time around.
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