The traditional call center is almost obsolete. In today’s omni-channel world, customers want to reach out via email, IM, text, chat, and more. Taking calls isn’t enough to keep customers loyal—proactive effort is required to build relationships, up-sell, and solve problems before they become deal-breakers.
Cutting Edge Solutions for the Modern Contact Center
The new contact center empowers a company to interact with customers using the communications channels they desire, balancing inbound and outbound communications so that no one is left waiting. It can help cut costs, improve agent efficiency, and maximize the value of every customer.
An expert at deploying Contact Center applications from companies like Avaya, 8×8, RingCentral and NICE inContact, CTI provides solutions that make your entire contact center more effective – from internal operations to customer relationship management. This includes Call Accounting for itemizing calls made and received, and Call Recording for training, quality assurance, and dispute resolution.
Distributed IP Contact Center
Multi-site contact centers can create costly, efficiency-draining levels of infrastructure complexity. The Distributed Contact Center solution helps reduce that complexity resulting in more efficient operations, lower costs and reduced staffing needs, yielding hard-dollar ROI.
The solution consists of three components:
- Server consolidation helps companies eliminate underused hardware and related expenses. It can help reduce maintenance costs by up to 15 percent, and application acquisition costs by up to 35 percent.
- Resource pooling increases the efficiency of your existing equipment across your company, with gains of up to 8 percent.
- Advanced Logic adds a layer of unique business intelligence to the contact center, further increasing efficiency. This improves customer loyalty, leading to increased revenue.
The result is a flat, consolidated, and easily scalable multi-site contact-center model.
“CTI was like the friend that held my hand through the process. They made the transition painless and easy. We didn’t know how bad our former service was until we began using CTI. And CTI’s customer service is second to none.”