CTI Cloud contact center

2019: Service representation - Cloud contact center

On September 4, 2019 the CTI company provided modern and effective service – Cloud contact center. This service has the main potential of cloud computing, simplicity of implementation and the guaranteed availability and also functionality of traditional contact center.

As noted in CTI, business is first of all well organized communications. Both profit, and all business processes of the company depends on them. The high level of customer service became an indisputable synonym of success and development. Need of the adjusted system of communications if business is directly connected with client service, as in a case with banks, online stores, telecommunication and service companies where there is a daily battle for improvement of quality of service, customer retention and sales increase is especially sharply realized.

The complexity, according to CTI, consists that not each company is able to afford traditional "iron" contact center, together with it costs for the solution of technical issues, equipment procurement and hiring of engineers for its service appear. Besides, there are organizations which business has explicit seasonality, so the number of call center operators it is necessary to regulate to pay only for actually consumed services. Also there are companies which are in process of creation of the contact center, but the functionality is necessary to them right now.

According to the developer, the service Cloud contact center meets requirements of information security policies, all crucial data remain in corporate network of the client. It minimizes risks of information leak which when choosing cloud computing it is groundless are one of the major stop factors. The main feature of the offer of CTI consists in technical support from experts of the industry who independently perform setup, administration and control of smooth operation of contact center in mode 365х25х7. As of September, 2019 technical support and complete administration is included services in the price. Also as a part of standard packets – updating and reservation of a system.

In addition to accomplishment of function of independent contact center, the service will help to increase capacities of already existing centers, resolving issues of seasonal increase in a flow of customer appeals or for transfer to a cloud of a part of tasks. The basic functionality of telephony will be available even if the client will have time difficulties with communication channels for connection to a cloud, claim in CTI.

Within service of Cloud contact center CTI gives opportunity for quality management of work of operators. It not only call recording and actions of the operator, but also estimated forms, planning and calculation of KPI of their work. It allows to optimize the number of employees in change, to increase service quality and customer interactions.

"The cloud contact center from CTI is a simple and intuitive solution. From client side only operators and supervisors are necessary. All administration and technical maintenance is in an area of responsibility of CTI. The company offers technologies which will suit both small and medium business, and really large companies. There are three options of service: "Basic", Advanced and Premium, everyone can select a packet for the solution of specific objectives and not overpay", 'Albert Islamov, the director of the department of communication services CTI noted'

According to the developer, the functionality of Cloud contact center provides "smart" distribution of the arriving customer appeals, including text: a system considers qualification of the operator and his current load. Premium of a packet is a part an opportunity to automate business processes of omnichannel service. It allows to use equally effectively in contact centers all digital channels of communications with clients.