Computer Telephony Integration (CTI)
Realise unparalleled business benefits through system integration
Computer Telephony Integration, or CTI as it is more commonly known, holds the key to smarter, faster and more streamlined business performance.
Key System Features
Process automation
Processes can be automated with features such as:
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Call information display
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Screen popping of customer details
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Call control via the computer screen
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Phone control (eg answer, hang-up, hold,
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conference)
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Co-ordinated phone and data transfers
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Call centre phone control
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Call routing
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Screen transfer
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Click to dial
Data integration
- Liquid Recording can link and index call recording, plus quality and statistical information, straight back into your chosen business system
Benefits
Processes can be automated with features such as screen popping of customer details and call control via the computer screen.
Your organisation benefits from the resulting reduction in call handling time, whilst agents become more productive as they can now concentrate fully on what is front of them.
Liquid Recording can link and index call recording, quality and statistical information straight back into your chosen business system.
As the integrated partner for an array of market leading CRM applications, Liquid Voice can integrate on your behalf, allow you to integrate directly through our API (Application Programmer Interface) or, through partnership, deliver added value to an existing software vendor's product.
User experience
"Fuel Card Services operates a distributed contact centre of 200 agents across 5 sites in the UK.
"Selection of our new CRM system hinged upon Liquid Voice's ability to instantly and seamlessly identify customers on incoming calls and 'pop' their details on screen. In addition, our outbound teams are able to rapidly and proactively dial through customer lists in the CRM via the integration.
"Quite apart from the efficiency benefits this provides, our operators are obviously able to provide a much better service with instant access to valuable intelligence about the customer with whom they are interacting.
"Liquid Voice's skills in this area, and the first rate support they provide, were fundamental in ensuring we could move ahead with a CRM system confident in the knowledge that integration would provide the solutions we required."
James Lister
Head of IT, Fuel Card Services
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"Liquid Voice demonstrated their ability to tailor their systems to our specific requirements and provide the necessary integration skills and support important to our business needs.
"Now, when a Shire Leasing user clicks on a dial button, it will call the relevant function in the Liquid Voice provided CTI Client library automatically.
"In addition to saving time looking up and dialling numbers, all companies relating to a proposal can be dialled from a single point of access regardless of whether the information is currently on display or not.
"Liquid Voice was selected owing to its cost effective and flexible solutions to our business needs and is proving to be an enthusiastic and dynamic partner."
Graham Coe
IT Manager, Shire Leasing