Computer telephony integration

Computer telephony integration (CTI) provides the missing link between your phone and CRM systems. It scales from small office-based systems to specialised and resource intensive call centres so whatever the size of your CRM system, you're closer to your customers. QGate's CTI technology has been developed so you can adapt it for integration into a variety of application environments.

You can also use CTI technology as part of your KPIs. By making your telephony a key part of your infrastructure you can track call rates, campaign responses and data quality from within your CRM system. By doing so you extend its value and enable a range of more effective communications capabilities. CTI creates efficiencies by:

• Displaying contact and account details when you answer the phone,
• Enabling informed interactions that put you in charge of your communications,
• Recording phone calls against contacts and accounts,
• Eliminating missed calls and wrong numbers with one click dialling,
• Managing the phone and CRM system from a single desktop interface.

CTI in CRM systems

CTI plays a key role in delivering customer care strategies. It enables the creation of an image of professionalism and efficiency by providing call handlers with the information they need to provide targeted and well communicated services. You can actually extend the reach of your CRM system to your customers' locations - when they use their phone their interacting directly with you and your infrastructure and adding to the rich body of data you can hold about them.

More simply, CTI enhances the value of your telephony investments. By giving every CTI functions to every phone user in the business you can eliminate wrongly dialled numbers, missed calls and low productivity as people have to physically enter phone numbers. CTI means you can improve productivity and make a greater number of revenue-generating calls.

CTI in Service Desk systems

Create efficiencies in your service desk environment by integrating it with your CTI system. You can identify callers, log calls in the case history and generate data for analysis. Your call handling processes can be made slicker and more integral to your customer service strategy.

Common objectives for CTI solutions are:

• Improve customer care,
• Achieve competitive advantage,
• Use the service as a unique selling point,
• Increase efficiency and productivity,
• Increase cross selling opportunities

A CTI system enables the collection of data critical to your ability to understand your market and customer base. You'll develop relationships with individual clients based on your knowledge of their buying history. CTI gives organisations the ability to provide individual care to every customer.