CTI Virtual office of service

2020: Announcement of the hardware and software system "Virtual Office of Service"

On June 10, 2020 the CTI company provided the hardware and software system "Virtual Office of Service" designed to provide tools for development of sales, improvement of marketing mechanisms, optimization of service and increase in a customer loyalty.

According to the company, the end-to-end system of remote service in the form of infomats is organized by means of video conference for customer interaction. Infomats can be installed, for example, in branches of banks or shopping centers. The client, having asked for the help or service, will quickly get advice, at the same time it will be redirected on the necessary specialist or separate to the line of VIP-service. Consultants work far off that saves the company from need to keep staff of specialists "on places", for example, in remote branch.

"The virtual office of service" is developed by engineers of CTI on the following stack of technologies:

• server and terminal equipment for the organization of a video conferencing;
• program providing for video conference as a part of contact center or separately;
• the equipment and program providing for data protection and information security;
• the software of analytics of processes on a desktop of the employee (Desktop and Process Analytics, DPA);
• software of forecasting and planning of working schedules of staff of contact center and control of their performance (Workforce Management, WFM);
• analytical software of optimization of use of labor resources (Workforce Optimization, WFO), records of interactions client consultant, speech analytics and quality control of service.

Thus this solution allows to control actions in communication of the client and the consultant and also to observe all requirements of information security.

Many companies think of how to increase customer service quality to save their loyalty. The world changed and schemes of interaction change. Remote rendering services and implementation of sales it was demanded. Mikhail Minyaylov, the head "The Business Focused Solutions" of CTI company told

As a part of the solution we applied products and technologies which are traditionally used for automation of contact centers. The DPA technology which is a part of the solution allows to control actions of removed consultants, revealing, for example, these or those scripts of service are how effective, how qualitatively they are worked by consultants and sales managers. This approach allows to reveal effective practicians and to replicate them and also to eliminate standard errors. Optimization of working schedules of personnel using WFM allows to reduce costs, and thanks to WFO we control service quality, raising customer satisfaction. Konstantin Polovnikov, the business consultant of CTI company explained

"The virtual office of service" from CTI can be integrated with the available contact center or a corporate IP telephony and also it is possible to install separate video terminals.