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SMB :
Technology > Telephony & CTI
TELEPHONY & CTI
CTI, or Computer Telephone Integration, is a system of hardware
and software that allows for communication and routing between our
telephone and computer systems. It enables our contact center
to instruct our systems to work together to produce powerful
applications. The CTI system acts like the glue that holds everything
together.
24-7 INtouch partners with Logical Software to bring clients the most
advanced technology in the industry. logicalAgent is a
complete CTI enabled softphone and custom screen pop that integrates
with our premium Nortel Switch with ease. It features complete, easy to
use telephone functions, call history display, note taking, call
tracking, customized call wrap up, call coding and more. Using
logicalAgent allows us to continue to be leaders in the industry all
while meeting the high standards and expectations of our clients and
their customers.
logicalAgent Features include:
Softphone - logicalAgent's intuitive graphical interface allows
our agents to have complete control of all telephone functions– answer,
hold, retrieve, dial, transfer (supervised and unsupervised),
conference, speed dial, etc. The CTI's clear and easy to use softphone
controls reduces the time required by CSR’s to process and respond to
calls resulting in shorter call times and an increase in calls per shift
handled.
CSR Login - Agents can easily set their status with our Nortel
Switch using the easy to use login controls menu. Login status is
clearly displayed on the bottom status bar on the agent screen.
Agent Statistics - logicalAgent collects and displays statistics
on each agent's call activity for each call. This provides agents and
supervisors with immediate performance benchmarks to assist them to
improve session call productivity and track changes over time.
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logicalAgent
CTI Benefits |
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Faster response time to your customer’s queries |
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Increased efficacy and accuracy |
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Higher level of customer service with each of your calls answered
more promptly and with your company name |
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Agents can transfer calls quickly with full history of the current
and previous calls |
To learn more about 24-7 INtouch’s Technology & CTI features please
contact us at 1.800.530.1121. |
