What is Cloud CTI?

What is the CTI cloud? Cloud CTI: is a system that enables the use of CTI (Computer Telephony Integration), a system that integrates computers, telephones and faxes, in a cloud environment. Detailed explanation of the mechanism, the difference with PBX and the benefits of the introduction.

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What is Cloud CTI?

Cloud CTI, which supports contact center operations, is a convenient system that enables improved operational efficiency and quality.

This article provides an overview of Cloud CTI, features, benefits of introduction and points for selection, so check it out.

While you are considering introducing Cloud CTI, there are probably many contact center managers who are concerned about "what features are available".

What are the benefits of introducing it?

If CTI can be used in the cloud, there are advantages such as easier sharing of customer information and can be expected to improve the efficiency of the operator's operations.

How CTI Works in the Cloud?

Cloud CTI is a mechanism that uses systems provided by other companies over the Internet, so unlike on-premises systems, there is no need to install your own server. Since there is no need for the initial cost of installing the system, it is possible to significantly reduce costs.

In addition, building an in-house system requires some time and specialized technical staff, but the cloud type can be used within a short period of time from the contract.

Difference from PBX

PBX, also known as private branch exchange, is a telephone function that assigns and connects incoming calls to the person in charge, and can answer with an automatic voice.

CTI makes it possible to use PBX along with customer information management and other business support functions, which are essential systems for call center operations.

Cloud CTI Features

On the other hand, CTI has the function of connecting and linking computers with telephones and faxes.

The four main features of Cloud CTI are:

  1. ACD function.
  2. CRM linking function.
  3. Recording function.
  4. Reporting function.

The ACD function allows you to distribute incoming customer calls to each operator based on rules. Since it automatically distributes calls as soon as they arrive, it not only eliminates bias towards some operators.

Distribution rules can be set in advance and it is possible to distribute them evenly according to the waiting time of each staff member and the number of incoming calls, or to assign priority to highly qualified operators.

  • CRM linking function: Cloud CTI can be linked to CRMs that manage customer information, such as central systems, so you can respond while querying the database.

When you receive a call from a customer, you can automatically extract the personal information and query history associated with the number from the database and display it on the monitor, so you can respond quickly and efficiently.

  • Recording function: It is useful for avoiding problems by leaving evidence of whether a specific statement was made in the conversation. In addition, by re-listening to customer interactions, it can be used to improve customer service, leading to better quality.

By using these functions, you can optimize and improve the efficiency of your work.

  • Reporting function: Cloud CTI is equipped with a reporting function and it is possible to create and generate materials summarizing various records. It also has a call recording function, so you can record the content of the conversation with the customer and view the response.

By collecting data such as the operational status of each operator, the number of responses and the waiting time that occurred, you can perform analysis to improve the business, such as specifically identifying busy periods.

Benefits of introducing Cloud CTI

Automating classification will also reduce customer waiting time, which is expected to improve customer satisfaction.

The advantages of introducing Cloud CTI are as follows:

  • Business efficiency can be improved.
  • Quality of response is expected to improve.
  • Low cost of entry.
  • Available anytime and anywhere take care of maintenance.
  • You can get many benefits by using it in a cloud environment that does not use your own server.

Helps improve the efficiency of management work and enables administrators to make appropriate and quick decisions based on the analysis of the reporting function.

Expected to improve response quality

Cloud CTI with CRM integration and recording functions can reduce waiting time and improve call handling, improving customer service quality.

By linking with CRM, even operators dealing with customers for the first time can quickly understand customer issues from accumulated customer information and can respond appropriately

In addition, the recording function enables the operator to objectively capture the content of the response, which will be useful for solving problems by himself.

Low cost of entry

Setting up an on-premises CTI server costs hundreds of thousands of yen and requires time and technical resources to build the system.

Based on the operational status, it is possible to improve work efficiency by automatically sorting calls and determining the right operator for each query.

Cloud CTI can be used as soon as you prepare a device that connects to the Internet, and most services have no upfront cost and a flat-rate system depending on the period of use, so the introductory cost is low.

Available anytime, anywhere

Cloud CTI, which connects through the Internet instead of our own server, can be used without time or location restrictions.

As long as there is a computer that can connect to the Internet, it doesn't matter where you are, so even employees who cannot come to the office due to reasons such as remote locations or home environments can perform their work via telework.

In addition, if you want to integrate operations across multiple dispersed locations, you can share various operational information and knowledge over the Internet.

Taking care of maintenance

Since the maintenance work is done by the CTI provider in the cloud, there is no need for in-house maintenance, which reduces maintenance costs and time. Since the system is managed by the provider, you can also let us take care of any issues.

Cloud CTI has many useful functions, but the support status and scalability for CRM used in the enterprise differ by product, so it is necessary to check when selecting the system.

Since it is not necessary to set up your own server or build a system, implementation costs and time can be shortened and maintenance work can be entrusted to the vendor.

Points to consider when choosing the CTI cloud

By using CTI in the cloud with Internet connectivity, you can expect to improve the efficiency of your work and the quality of your response.

There are three points to consider when choosing a cloud CTI:

  1. Is it possible to link with existing systems?
  2. Does it have a good support system?
  3. Is it possible to customize
  4. By keeping these points in mind, you can avoid problems after installation and use it comfortably.

Which can be used to reduce the burden of administration work in call centers and improve business operations. Available functions include ACD function, linkage with CRM, call recording, reporting function, etc..

Coordination with existing systems

Cloud CTI has a CRM linking function, but supported systems differ depending on the product, so you need to check when selecting a system.

If it is not possible to link with the existing system, you will be forced to switch to a system that matches the Cloud CTI to be introduced.

Instead of using an unfamiliar system, using a system you are familiar with will improve work efficiency and start running smoothly, so be sure to check if it is compatible with your existing system.

System support

With Cloud CTI, the system vendor handles everything from system administration to security measures, but it's important to note that post-installation support systems differ from system to system.

Check in advance whether it is possible to respond on Saturdays, Sundays and holidays, and what to do in case of problems.

Customization

When selecting a cloud CTI, also check the scalability of its functions. However, the support system is different for each product, so if you verify this, you can rest assured in case a problem arises.

If there is the possibility of introducing functions other than the services provided, such as an internally designed business efficiency system, it is necessary to select a product that supports it. At the same time, it is necessary to confirm the extent of customization that can be supported.

Conclution

Various functions can be used by linking to a computer while maintaining the PBX functions used in the offline environment.

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