What is 'Customer Relationship Telephony?
While most contact centres acknowledge the benefits of Computer Telephony Integration, many have still not implemented it because of the cost of buying the software, or concerns about the difficulty of system integration. With a new and patented approach from NewVoiceMedia, even the smallest centres can adopt a CTI service which is more powerful and yet more affordable than ever before...
Customer Relationship Telephony is a fantastic blend of call centre telephony and traditional CRM database integration, enhanced by web-enabled and enterprise-wide searches. It will route calls in customer-centric ways, provide targeted advertising while in-queue, and populate the agents’ screen-pops with a vast amount of business intelligence before the call is put through.
Not only will your caller be impressed by the closer relationships that seem to be formed, there are tremendous efficiency gains in the call centre operation - one centre shaved 20 seconds off each call...
Customer Relationship Telephony
Place your caller at the centre of everything...your agents will have more information at their fingertips, your customers will have a better experience, and your centre will be much more efficient. Much of this revolutionary network-based service is delivered using a “CTI-as-a-Service” model - existing centres can implement it without any fuss.
 | Mrs. Green has spoken to the agent she knows as Sarah before. She is flagged in the database as Sarah’s customer and the call will be automatically made to Sarah’s queue if she is logged in... . |
Sarah receives a screenpop showing it is Mrs. Green calling. This screenpop - a 'MediaPop' - automatically shows all recent correspondence between Mrs. Green and the company. |  |
CTI benefits- Use of corporate-wide databases of customer information to route calls in the most appropriate way.
- Calls routed by spending power, loyalty rankings, previous call history, language or application need, agent flagging, customer groups, security needs...including routing to ‘my usual agent’ and PCI-compliant card transaction services.
- Callers feel that they receive a VIP treatment from a call centre before the agent even starts talking.
- Individual Caller Treatment: a customer-centric approach that has been proven to increase caller revenues by 5%.
- Call recordings are more quickly traceable.
Proven to shave 20 seconds off a 3 minute call by providing the agent with better information upfront.
CTI-as-a-ServiceMuch of this revolutionary network-based CTI service can be delivered to established call centres by the use of an 08XX number to provide the “CTI-as-a-Service” for the 80% or so of call centres which have not been able to implement such solutions. Until now.
- There's no need to throw away your existing infrastructure, simply use an 08XX number to access our CTI service.
- Small centres can implement CTI using our built-in spreadsheet-like database (for up to 50,000 customers).
- Web-enabled - ideal for multi-centre operations and home agents.
- Minimal set-up costs (no CapEx) and low operational costs.