Advice on how to improve CTI performance in your contact center
Computer telephony integration (CTI) is a fundamental component of any modern contact center and plays an active role in boosting agent productivity, reducing expenses and ensuring that customer expectations are consistently met – but it can have its problems, too.
After all, nothing is perfect, and for all the advantages CTI can bring to a business, it can also be highly damaging if the following list of common issues contact centers experience with CTI are not taken into consideration before the solution is chosen.
Poor user adoption
Efficiency is important in every business, which is why contact centers should ensure that they choose a CTI solution that is both powerful and user-friendly. For example, you could have the most powerful CTI solution in the world, but if its features are too complex for the agent to understand without extensive training, then all its time saving benefits are lost.
With this in mind, it is important to look at what features the CTI solution can offer to encourage user adoption – things like automated call logging, integrated phone controls, click-to-call – and to ensure that every agent is using the CTI solution to its full capacity. Alongside features that are going to make life easier for the user, choosing a CTI solution that offers a simple, single pane of glass interface for a number of different programs is another way to ensure agents will use the solution more regularly.
As well as hindering agent performance with complex features that are difficult to understand, a solution that is also difficult to install can be highly problematic for a business. As mentioned in the previous point, efficiency is crucial for success in business, and if performance is disrupted by lengthy installations then the success rate of the company will undoubtedly drop.
Considering this point, it is essential to find a solution that can be installed quickly and can also be rolled out across multiple sites with minimal effort. To accomplish this, many modern contact centers are now choosing to invest in CTI solutions such as InGenius, as they don't require a desktop installation and lower installation times to as little as one hour. Advanced solutions will even integrate with popular CRM platforms such as Salesforce and Microsoft Dynamics straight out of the box.
Lack of flexibility
Alongside efficiency, flexibility is also crucially important in business, especially if the business is planning to grow considerably in the future. However, by choosing a CTI solution that doesn’t offer flexible support for future growth plans, many contact centers find themselves having to constantly reinvest in new solutions whenever their needs change.
Fortunately, with adaptable CTI products, contact centers are now able to quickly add or remove features whenever it is necessary to do so without having to switch service providers or waste days waiting for new hardware to be installed on their network.
Insufficient technical support
Choosing a CTI solution from a provider that has no interest in continuing to help their customer once the transaction of cash has been completed is another common problem for many contact centers. Though the features and the solution itself may look good on paper, CTI buyers must also consider what could happen if they choose a provider that offers little technical support for their clients post-sale.
However, choosing a company that prides itself on providing excellent ongoing support for its customers and that has invested heavily in its tech support team means contact centers can rest assured that they have all the help they need if ever any issues occur with their CTI solution.
About John Woods
John Woods is an experienced copywriter, communications enthusiast, blogger, SEO master and all-round tech nerd that specializes within the fields of computer telephony integration (CTI), cloud computing, unified communications and artificial intelligence (AI). He has written for some of the UK’s most reputable business comms publications including UC Today, the world’s leading unified communications & collaboration publication, and Denwa Communications (now Solar Communications), a leading managed service cloud provider and Mitel Gold Solutions Partner. John holds a Bachelor of Arts degree in English literature from Leeds Metropolitan University. His work has been published on No Jitter and Customer Contact Central, and he has won recent writing awards from the 2018 Customer Contact Central MVP Awards – 2nd place winner in the call monitoring category and honorable mention in the multichannel and omnichannel category. In his spare time, John enjoys travelling around Central and South America.