Tuesday 07th September,
Working with TelSolutions
Telsolutions transforms the way organisations communicate throughout the customer lifecycle to build trusted, lifelong and profitable relationships. Many organisations rely on Telsolutions and our professional services team, to design, execute and continually measure and optimise their communications strategies to generate revenue, increase customer satisfaction, and reduce operating costs... find out more
Telsolutions Computer Telephony Integration (CTI)
The Telsolutions Computer Telephony Integration (CTI), a web services API module, connects the Telsolutions Contact Accelerator Platform with an organisation’s contact center infrastructure. Large contact centers rely on CTI applications because they reduce the cost to process calls and provide more efficient call handling.The Telsolutions Web Services API acts as a bridge between contact center applications using CTI functionality (agent desktops, IVR applications, and Voice XML applications) and installed CTI servers such as Avaya, Cisco, and Genesys.
The Telsolutions CTI is proven to reduce call hold time, connect the caller with an agent when ready to make a payment (or other call to action), and decrease the number of abandoned calls using the following capabilities:
- Intelligent Call Routing delivers the right call to the right agents or self-service applications faster; saving money and driving customer satisfaction
- Warm Transfer with Screen Pop simultaneously transfers a telephone call and its associated data to an available customer service representative (CSR)
- Call Pacing adjusts the outbound call volume based on contact center activity resulting in a positive customer experience
