CTI Suite for Avaya

Maximize customer interaction opportunities with our Computer Telephony Integration Suite (CTI)

Chrysalis CTI Suite for Avaya

Optimize the customer experience with context.

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.

Better Connections

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.

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