Day: February 4, 2021

Cole calls his favourite restaurant. Almost immediately, Nia answers and greets him by name. Cole isn’t surprised, since he is used to Nia taking his order. He orders his usual.  She remembers his gluten intolerance and pencils in special orders for the chef. He takes her recommendation for desert, and within the next few seconds, she reconfirms the delivery address and closes the call. This hyper personalization is a key reason why Cole remains a loyal customer.

CTI applications are the secret sauce that powers multiple examples of stellar customer support. CTI applications can improve sales, support and agent efficiency.

What is CTI?

CTI or Computer Telephone Integration, as the name suggests, simply means integrating your phone system with your computer. Also known as call telephony, it gives you a wide variety of business benefits including being able to recognize callers, provide IVR, match caller to their customer records, as well as track call recording, missed calls and agent performance on each call.  

4 BUSINESS APPLICATIONS OF CTI

Are you able to track data after a busy day of receiving calls and answering them? Can you analyze this data at the touch of a button? Does the CRM system you currently use give you an edge over your competitor? Does it help improve your response time? And most importantly, does it help you resolve issues faster?
CTI or Call Telephony integrations can help you achieve all this and more. Here are 6 powerful business applications of Computer Telephone Integrations in your call center:

APPLICATION 1: RECOGNISE CALLERS & ROUTE CALLS BETTER

• CTI makes it possible to draw information from your internal database/CRM or Ticketing system to recognize callers from their phone numbers.
• ACD or Automated Call Distribution is used to transfer inbound calls to the right agent. Calls can be routed based on a variety of factors including time-of-day, agent’s skills, or campaign.
• VIP Routing is another option. many of our clients use VIP routing to prioritize customers based on past average order value. When the customer calls, the IVR  uses customer data within the CRM software to “decide” whom the call will be routed to , based on pre-defined instructions.
• Sticky Agents. CTI makes it possible to know who a caller spoke to last, and connect them to the same agent each time. This builds familiarity, trust and superior customer experience just like in the case of Cole and Nia in the hypothetical scenario we discussed above.

APPLICATION 2: SCREENPOP INTEGRATIONS

With CTI, your telephone doesn’t just recognize the caller, it draws information from your internal database/CRM or ticketing software. The information then displays as a screenpop on the agents dashboard.

• The agent uses this information to resolve the caller’s query immediately, without having to fumble through multiple systems.
• A lot of time is saved as the information is ready with the system.
• The customer also feels welcome and acknowledged. An important step in trust is formed.

APPLICATION 3: POWER DIALLERS

CTI benefits for your outbound calling too. According to topoblog, when cold calling, it takes 18 or more dials to connect to a prospect. Use Power dialers to save precious time for your agents. You can use preview, progressive or predictive dialers to auto dial outbound numbers. (Contact us here to know which dialer works best for you)

APPLICATION 4: Reports & Analytics

• CTI makes it possible to get call recordings and detailed call analytics like number of calls made, number of incoming calls, number of missed calls and other data.

Read our articles on how how call telephony integrations can really revolutionize your sales or support process here. Or contact us to get yourself a call telephony solution that  works best for your business.

The Freshdesk integration with you cloud telephony software opens a whole host of features to the Freshdesk user.

These features will allow them to increase customer satisfaction and improve agent productivity.

The features include:

• Unified Window with click to call functionality: reduce frustration and save time.
• Screenpop Integrations: resolve problems faster.
• Automatic call logging: save time and stay organized.
• Intelligent IVR: create the better customer experience.
• Reports: track performance, call queues and more.
• Call recordings tagged against tickets: stay organized with ease.
• Call schedule: automate your follow-up calls.
• Alerts: capture unanswered or abandoned calls, keep call queues short.
• Integrate with your Website: web visitors just click to call you.

This article briefly describes each feature. Contact our team for a complete demo.

1. Unified Window with click to call

What is it? A unified window means that Freshdesk users do not require to open the Kookoo window to make or receive calls within Freshdesk. Agents just need to click the small KOOKOO icon on the bottom left of their Freshdesk screen to make calls.
What’s the benefit? Zero toggling between windows reduces agent frustration, increases productivity, and reduces Average handle Times. It’s convenient and easy for your staff to make calls right from their Freshdesk window, while on their computer. VOIP calls can save your business call costs too.  

2. Screen pop

What is it? For all incoming calls, our system checks if the caller already has a record/open ticket. When the agent takes the call, the customer name displays along with all these details.
What’s the benefit?  Agents have caller details at their fingertips, and this really improves customer satisfaction. When callers needn’t repeat ticket details, it’s a big relief for them. (According to a CCW Survey, having to repeat ticket details across channels is a customer’s biggest complaint when calling support). Agents also close calls faster leading to lower Average Handle Times.

3. Automatic Call Logging

What is it? Calls are automatically logged as tickets for all incoming calls.

What’s the benefit? Saves agent time while keeping your calls and tickets organized.

4. Intelligent IVR

What is it? IVR greets customers with automated welcome or after-hours messages. Intelligent IVR uses CRM data to improve customer experience. Conversational IVR allows users to speak to the IVR instead of keying in numbers.
What’s the benefit? You can prioritize call routing for certain customers based on their average order value or time taken to close resolutions. You can also divert some calls to self-service especially for routine tasks like checking the ticket status, cancellations, or answering FAQs.

5. Advanced Call Controls

What is it? Agents can mute, hold, or transfer calls easily. When they’re on a lunch break or busy with some other work, they can just press pause, set their reasons for taking a break—and you stay notified.
What’s the benefit?  If your agent can’t resolve a problem, they just need to transfer the call to someone who can. Mute and Hold also lets them confer with a colleague to solve problems faster.

6. Reports

What is it? Track agent performance reports, call queue, and many more reports on your live dashboard
What’s the benefit? Decide whether you need more agents, plan for peak hours, and even help agents who are struggling with a customer in real-time via your management dashboard. (using snoop, whisper, and barge-in features)

7. Call recordings against tickets

What is it? Every call recording is saved against the ticket number within Freshdesk.
What’s the benefit? It’s easy to find your call recordings, and everything stays better organized..automatically.

8. Call Scheduling

What is it? Set reminders and schedule calls by integrating with our Scheduler API.
What’s the benefit?  Follow up calls in a timely and organized manner

9. Alerts

What is it? If a caller abandons the call when in the queue, you can view it in the Abandoned call reports. You can even set up the system to send you an email alert for all abandoned calls. If a caller calls after work hours, they can leave a voicemail, and you get an email alert with the call recording as an attachment.
What’s the benefit? Even if you miss a few calls, you can catch up with them easily. This prevents churn and increases customer satisfaction.

10. Integrate with your website

What is it? Use the KIA widget to allow web visitors to call you from your website. The widget also allows simultaneous live chat if needed.
What’s the benefit? Customers have another easy channel to call you from. Your sales team can get in touch with live prospects.

Over time, our integrations have become more sophisticated. We have far more to offer our customers like easy to install widgets and intelligent routing mechanisms. At the core, what gives us our competitive edge is the high voice quality, support, and transparency we offer. Oznetel’s Cloud Contact Center provides a full-fledged cloud contact center across 120+ countries. Contact Us for further information.

Sure, you got yourself a CRM, and it’s really helped consolidate your customer data. But how can you use this data to improve conversations? Can you use it to shorten your sales cycle? Can you organize calls better and convert faster? Yes, you can. Learn from our clients who integrate telephony with CRM to improve sales in these 9 practical ways:

1. Convert faster.
Push web leads to sales in real time.

Our customers ensure that a sales representative is alerted the instant a webform is filled up. As soon as they get a web lead, it reflects in their CRM. From here, Ozonetel is programmed to automatically send the agent a voice alert. The alert gives the rep all important customer details. The rep just has to click to call. And if they don’t? The lead simply passes on to the next rep on the team, and so on, until someone contacts the lead.

2. Campaign better.
Follow up email campaigns in a click.

CRM users collect data on their email campaigns. Our clients use this data to automate follow-up calls with hot leads. They just push all leads that opened their emails to Ozonetel’s auto dialer. The dialer takes care of connecting free sales reps to leads for personalized one-on-one follow up calls. Our clients often use this feature for organizing meetups and demos.

3. Don’t miss out.
Catch incoming leads 24/7.

Abandoned calls can lose you an important lead. Missed calls during holidays, after-hours and weekends also cost you conversions. Our clients use automated voice mail alerts to ensure this never happens to them. After 2-3 rings calls divert to voice mail. A ticket is automatically created in our client’s CRM. And they get an instant email alert. The email contains the phone number, ticket number and a transcription of the message—so they never really miss a call.

4. Call faster.
Call directly from your contacts page.

Toggling between windows is really unproductive. Especially when you are a sales rep with many calls to make. That’s why our clients useOzonetel to call directly from their CRM window. They can access all advance call features from here including transfer, mute, hold and record features.

5. Converse better.
Keep reps informed with Screenpops.

Draw on your CRM data for better conversations. Whether you make or take a call from your CRM contact page or your Ozonetel agent window— a screenpop with all customer details automatically opens out in your sales rep’s screen.

6. Get mobile.
Notify reps on the go.

Most of our client’s sales reps are always on the go. They use Ozonetel’s mobile follow me to ensure that they get lead alerts wherever they are. And can access customer info wherever they are.

7. Don’t waste staff time.
Calls automatically log into your CRM.

Ozonetel integrates seamlessly with your CRM. So that every call automatically logs into your CRM. Any details your agents fill in get updated in your CRM automatically. New numbers generate a new ticket automatically.

8. Maximize productivity.

Use IVR, Automatic Call Distribution and Auto dialers. Contact center features like IVR, automatic call distribution and auto dialers ensure maximum productivity.

9. Announce faster.
Auto-send voice messages to contact lists in one go.

Our clients use IVR blasts to send recorded seasons greetings to all their customers. You can also use this feature to make announcements. Just select your contacts and push it into the auto-dialer for maximum efficiency.

Ozonetel is a plug and play contact center with readymade connectors for Zoho, Zendesk, Salesforce, and many more CRM software. We are known for our stellar support and abundant features. Contact us here for the complete demo. Or read about how our clients use Ozonetel to create customer support workflows here.

Still not selected a CRM? Read this Best CRM article to review the top 6 CRM’s for small businesses.