CTI Suite for Avaya
Maximize customer interaction opportunities with our Computer Telephony Integration Suite (CTI)
Optimize the customer experience with context.
Make It Easy
Give your agents easy access to all the information they need to optimize each caller’s experience. Leverage contextual data to improve the rate of First Contact Resolution.
Go Beyond Voice
Give agents the information they need to best serve customers across all channels – not just voice.
Be More Productive
Organize relevant customer data on an agent’s desktop to allow a real-time cohesive picture of the customer and their query.
Data rich screen pops
Our CTI Suite routes the customer to the most qualified contact center agent – along with the data relevant to the transaction. Screen pops allow the agent to view information and complete business quickly without asking the caller to repeat information they’ve already been asked for.
Intelligence across channels
Busy multitasking individuals expect Contact Centers to serve their needs quickly, efficiently and on their own terms. As the number of customer service (and self-service) touch points have expanded to include chat, text and mobile web, the definition of CTI has expanded. Providing excellent service now requires the ability to pass relevant information to the agent from any channel and across channels.
Data readily available
Pertinent customer data and historic interaction data from all channels can be viewed on the agent desktop screen simultaneously for accurate and efficient service by Contact Center staff. The result is a personalized customer experience and higher productivity from the agent.
Chrysalis Software’s CTI Suite works with the contact center platform to send a customer contact and its attached data, such as an account number, to the agent best equipped to handle the inquiry. When the contact is routed to the agent, whether it’s a call, email, SMS or something else, the agent’s desktop application can be screen-popped with customer-specific information. Throughout the contact, the agent can update account information and, if necessary, transfer the contact and the screen to another agent or supervisor. Customers need not identify themselves to subsequent agents, who are armed with all the information they need to handle the inquiry as quickly as possible.