CTI Omni

Main articles:

• Omni channel
• Call center appointment, types and tasks

2020: Support of integration into chat-bots and expansion of a possibility of client analytics

On June 6, 2020 it became known that the CTI business integrator released the next version of the platform of omnichannel service of CTI Omni designed to solve problems of providing the high level of customer service and effective interaction in text communication channels. The solution is integrated with chat-bots, convenient analytic functions are added and parameters of information security are optimized.

The CTI business integrator released update of the platform of omnichannel service of CTI Omni allowing to process effectively requests of the clients coming to contact center from text communication channels. The current version of CTI Omni contains the following functionality:

• the universal mechanism of integration into any chat-bots with support of a different interaction logic with the client regardless of communication channels is built-in;
• the connector for connection of the systems of text analytics for collecting of opinion of clients in social networks and in not voice communication channels (Data Mining) is implemented;
• tools for transfer of data on clients, important for business, are built in the external BI systems;
• transmission functions of a context of addresses between specialized groups of operators that raises an indicator of FCR (First Contact Resolution, percent of the solved tasks are improved at the first address of the client);
• on the basis of a feedback from the existing customers UX/UI improvements are carried out.

In addition to it, in a system parameters of information security are optimized. At the beginning of 2020 the CTI Omn platform successfully passed independent complex test for penetration (pentest) in the large Russian bank entering in TOP-10, having shown excellent results

The platform of omnichannel service CTI Omni is own development of CTI and is a part of a product line for contact centers, allows to use equally effectively all text and voice communication channels, expanding possibilities for interaction, rendering services of the highest level and increase in sales.

CTI Omni use considerably reduces the number of the lost and incomplete appeals to contact centers, increases conversion of sales. Together with it, CTI Omni promotes reduction of operating expenses at customer service due to use of text channels with lower cost and optimization of labor resources of contact center.

CTI Omni is easily integrated with already existing infrastructure of contact center, irrespective of its voice platform, can be used as independent full-function contact center for customer service in text channels. The solution easily is scaled and develops taking into account market trends. It guarantees to the customer safety of investments at creation of systems for client service.

The CTI Omni platform is irreplaceable if it is about positive client experience at the organization of the center of remote customer service. Integrating information from separate channels in uniform history, CTI Omni provides a seamless and continuous chain of communications. Clients have a wide choice of channels of interaction with the company: personal account, chat-bot, video chat, mobile applications and other digital channels. We conduct full-time work on CTI Omni development, we analyze a feedback of clients, we monitor current trends and technologies. The provided release provides considerable improvement of functionality of the platform and expands abilities to integrate with demanded products, first of all, with chat-bots, — Leonid Perminov, the head of CTI contact centers comments

2019: Start of sales of the second release of the CTI Omni system

On July 8, 2019 system integrator CTI announced start of sales of the second release of the CTI Omni system for automation business processes of omnichannel service which allows to process effectively requests of the clients arriving in contact center from text communication channels.

CTI Omni is development of Department R&D CTI companies and is a part of own product line for contact centers, allows to use equally effectively in contact centers all digital channels, expanding opportunities for growth of business of customers.

To the clients interested in sales growth it will be important that CTI Omni considerably reduces the number of the lost and incomplete appeals to contact centers, increasing conversion in transactions. It occurs due to reduction of time of processing of a request and waiting in queue. Besides, a system has intellectual routing: the request is transferred to the operator with the skills and competences corresponding to subject of the address at once.

All information comes to the call center operator to the single interface CTI Omni which allows to process at the same time addresses from six channels. Instant identification of the client and the uniform history of addresses directly promotes increase in a customer loyalty. In modern conditions it is the most significant and valuable factor for brand development and expansion of a scope of audience.

Control of work of operators is provided with online and historical reports with a large amount of criteria for the analysis of quality of processing of each request. And, certainly, all dialogs of operators register and are available to viewing.

In terms of business, CTI Omni promotes reduction of operating expenses due to use of text channels with lower cost and optimization of labor resources of contact center.

Upgraded version of the solution is considerably finished and has many additional benefits. There was an integration into the voice Cisco UCCE platform, the functionality of the supervisor extended, indicators of time management and detailed statistics of work of operators appeared. The line of digital channels extended and now WhatsApp includes.

CTI Omni can be integrated with already existing IT infrastructure of contact center, irrespective of its voice platform. The solution is easily scaled and projected taking into account market development trends. It guarantees to the customer safety of investments into a technology part of contact center.

The solution CTI Omni is irreplaceable in modern contact center. With its help the uniform customer interaction history regardless of the channel of the address forms. Understand preferences and build communications, really convenient and effective for the client, are what is appreciated most of all comments Platon Begun, the head on Contact centers of CTI

2017: Description of CTI Omni

According to information for August 29, 2017 the CTI company conducts own developments designed to systematize a digital format of communication at customer appeals in the contact centers (CC). One of business solutions - the product CTI Omni which will allow to automate business processes of omnichannel service regardless of what voice platform of CC is set in the organization. CTI Omni gives an opportunity to get access to all services addressing to contact center, irrespective of the channel of the appeal to CC, and the companies - to predict behavior of the clients.

CTI Omni allows to use all digital and text communication channels and also considers physical communication channels of the client and operator of CC. A key solution component - the database of a context of communication of the company and the client. The software fixes all history of the appeal of the client to contact center of the organization: traces the current tasks of the client and considers the previous stages of customer interaction. The solution is implemented in infrastructure of the organization, can be integrated with voice communication channels.

Omnichannel service means mutual integration of separate communication channels into a single system for the purpose of ensuring seamless and continuous communication with the client. The omnichannel technology platform of CTI Omni integrates all channels into uniform attendant workstation, the interface of the head and also the system of analytics and CRM.

Clients have a wide choice of communication channels which will develop in all new directions: personal account, web chat, chat-bot (virtual assistant), video chat, mobile applications and other digital channels. A top trend in the industry of contact centers - growth of customer appeals via digital means of communication. Customer service in new digital channels increases their loyalty and reduces maintenance overheads.

Clients make the choice for benefit of this or that company, relying not only on benefit, communication channels, but also estimating the level of service. The main trend in the industry - Customer Experience (CX) - the maintenance strategy of clients designed to analyze set of impressions which the client receives in interaction with the company. In the world Big Data (Big Data) - the information volumes accumulated by the companies about clients - implementation of CX is extremely important that promotes profit increase and increase loyalty in clients.