Computer telephony integration

To support a growing number of channels that your customers use to communicate with your organization – including phone, email, Web, fax and social media – you need tools to coordinate interactions between these channels and various elements of your ICT infrastructure.

Computer telephony integration (CTI) solutions are crucial elements in the success of a modern contact centre environment, merging telephony systems with an ever-expanding range of applications to ensure seamless functionality and usability.

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How it works

Computer telephony integration is a unified contact centre environment that consolidates all applications into one user-friendly program that shows agents what they need to see when they need to see it.

CTI solutions from Bell offer you the freedom to choose the right solution to suit your needs. You have the flexibility to decide between a web-based agent desktop program that works alongside your existing systems, and a fully integrated CTI solution that combines your existing systems into one unified interface.

Features

CTI solutions from Bell can help your organization:

• Collect and display pending live calls or messages left by callers
• Match a caller's number with a customer record and return the information to the agent desktop
• Display customer requests and the customer's service profile
• Display a history of previous contacts, from phone calls to emails and click-to-chat conversations
• Integrate back-office CRM processes – a full integration of CTI allows agents to type all requests into one window, ensuring the information reaches the appropriate department
• Provide agents with one integrated application that allows agents to focus on a customer rather than on many complex tools

Benefits

Computer telephony integration from Bell works with contact centre technology from all major manufacturers, ensuring seamless integration and full compatibility across different platforms. Additional benefits of CTI solutions from Bell include the ability to:

• Deliver a seamless customer experience
• Provide fully a customizable look and feel – customers can choose different layout options that suit their specific needs
• Automate routine processes to improve efficiencies
• Get the most out of existing technology investments
• Minimize agent training time and costs

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Why Bell?

With Bell, you have access to the largest team of contact centre professionals in Canada. Our experts work to define, design, develop and deploy the appropriate solutions for your organization.

We constantly test new solutions in our own 310-BELL contact centres. We apply key learnings to the solutions we offer our clients, giving you access to best practices, new technology trends, and the most efficient processes.

See how CTI can be applied in your organization. Contact us today to speak to a Bell representative.