Why Computer Telephony is important in Customer Support?

Calling 26444444….(Local Yellowpages)

Tring… Tring..Tring..

Hi Mr.Sylvian, What can I do for you?

Boom…I was surprised to hear my name on the other side and literally forgot what I was looking for. And then I came back to my feet and asked for the local pizza delivery number. It was a wonderful experience and gave a positive impact on the Yellow Pages service.

Computer Telephony Integration (CTI) plays a very important role in supporting your customers. It is defined as the technology of linking of computers and telecom equipment to answer calls, to pull out information from the database based on the phone numbers and even route calls to different people in some cases.

A study by AT&T says that 27% of the customers, who don’t get an answer from the toll free number buy elsewhere or drop the idea of buying the service. It’s better to have computer telephony in such cases. Computer Telephony gives a profound positive effect on the customers and also gives a ‘wow’ experience to the customers. In the modern day business, you are not required to satisfy your customers, but you are required ‘wow’ them every time.

The major applications that a CTI can provide you is
1.    Call Answering
2.    Call Routing
3.    Pulling out customer data from the Data Base
4.    Interactive Voice Response ( IVR)

Think about this scenario, you are in customer support and you have an annoyed customer, who has mailed you 5 or 6 times that day. He is now calling you on the phone; you pick up and answer him with utmost sincerity, giving out his latest problems and possible solutions. I assure you, you are going to win him forever.

Now for the interesting part, in the next major release SupportCenter Plus 7.5, we are introducing CTI Integration. It will tightly integrate with the Accounts and Contact management module in order to give you data about the customer. We are starting up with Asterix PBX and Telephone Platform (Open Source) initially and will support Avaya, the market leader in Q2. Now that’s something interesting cooking up for you in the SupportCenter Plus kitchen.