Computer Telephony Integration (CTI)
Request a Brochure ›You need complete functionality at individual workstations and you want each desktop to have access to accurate and up-to-date information. Digital DataVoice’s Computer Telephony Integration (CTI) solutions are the answer.
Interactions and related activities can be automatically captured, processed, routed and reported based on your business criteria, providing a universal view and management of every customer interaction. All traditional interactions such as voice, e-mail and Web can be funneled through your CTI platform and handled consistently according to company-defined interaction processes and strategies.
DDV partners with the world’s leading CTI platform providers such as Genesys, Avaya and Aspect bringing a broad level of experience and integration expertise.
Our decades of integration experience enables us to understand the interoperability requirements of your core CTI applications.
A successful CTI deployment:
- Enables a finer level of routing by business priority via new, highly-sophisticated, customizable algorithms. All customers, from your largest to your smallest, are serviced according to predetermined business objectives.
- Maximizes agent productivity by integrating real-time customer interactions such as voice and chat with e-mail and other service-related activities, such as off-line work item processing and training.
- Applies business rules to indicate automatic escalation or trigger other channels (e.g. an e-mail triggering an outbound call) to improve customer service processing.
- Deliver a wide range of applications so you can choose what best fits your needs.
- Take full advantage of information collected from multiple channels (email, web, automatic call distributors, and IVR systems).
- Perform agent-to-agent transfer of calls and information across multiple locations.
- Unify contact center systems quickly with minimal systems integration and custom development.
- Increase efficiency and customer satisfaction.
- Maximize customer service.
You need the interactions between your computer and telephone systems to be coordinated. DDV’s CTI solutions are the answer. Contact us now for more information.