Fortune Business Insights projects that between 2022 and 2029, the global market for customer experience management would increase at a CAGR of 16.2%, from $11.34 billion in 2022 to $ 32.53 billion. In today's world, people value experiences rather than products or services. Your company's reputation will be made or broken by how you treat your consumers, which says a lot about your company. No matter what kind of business your clients bring to your company, it's crucial to make them feel appreciated.
However, it is not you whom your consumers see as representing your firm; rather, it is your agents, your front-line executives, who deal with them regularly. Therefore, it is extremely important to provide your agents with the necessary resources so that every connection with your clients is fruitful. Consider a CRM integrated with a contact center solution that will assist your agents in turning each call into a sale. Your live agent's job can be greatly simplified by CTI coupled with CRM, and this will efficiently increase your sales.
CRM integration makes it simple to integrate third-party applications and CRM software. These integrations make it possible for automated processes to improve how your program works. This eliminates the requirement for switching back and forth between different applications.
The cloud contact center solution CTI from C-Zentrix (also called CZ Bar) enables businesses to quickly and inexpensively link their CRM solution and telephony systems, providing contact center agents with the knowledge they need to satisfy customers on every call.
The time, effort, and cost associated with contact center process automation and integrations are drastically reduced by the CZ telephony-Salesforce CRM integration solution, which combines a strong core engine with pre-built connectors.
1. How does CTI-CRM integration operate?
2. How beneficial is CTI integration with CRM software in a Contact center?
Features like screen pop or click-to-dial are standard on modern CRM systems. Businesses now find it much simpler to connect their processes with the growth of IP phone systems. That's because IP phones already operate on a digital, internet-based signal. With the adoption of WebRTC, the preference towards softphone or IP phones are less and agents prefer to use the browser for calling.
Contact centers now concentrate on developing more intricately connected operations across telephony and other essential business systems.
Modern contact center platforms may display and record every call-related event, including transfers, IVR selections, and updated customer information.
Get better customer outcomes from every call. Gain a comprehensive view of the customer and equip your agents with more powerful tools and insights. With the click-to-dial feature, agents can initiate the call from Salesforce. With Single Sign-On, agents can easily log into Salesforce and automatically into C-Zentrix CTI (CZ Bar).
With CTI, the agents are on Salesforce CRM while using the C-Zentrix contact center solution. This ensures that the agents have all the context of the customer/lead and previous interactions. With C-Zentrix CTI, the agents can get the CRM information as soon as the call connects. If the same account has multiple phone numbers, the agent can select the relevant records by clicking on the particular phone number. The call recording is made available for the particular record post the conversation.
C-Zentrix is a secure, all-in-one, cloud contact center solution that meets all of your communication requirements and more. With seamless communication, you can keep your team and business productive and collaborative from anywhere. Whether your agents are working from the home, office, or remotely, enjoy the flexibility that the C-Zentrix contact center offers with WebRTC and Mobile App solutions.
Your investment in Salesforce will double up with a powerful contact center solution doing the heavy weightlifting. C-Zentrix offers a versatile dialer, advanced IVR, ACD (call routing), voice recording, dashboards, and reports. Your agents can use softphones, desk phones, mobile or even WebRTC for voice calls. The WebRTC experience is most convenient as the agent can use a laptop, tablet, or even a thin client like a Chromebook along with a headset.
The term "computer telephony integration" (CTI) refers to the process of connecting a contact center's phone systems to its business applications, often to provide the latter better control over call handling. Agents can execute all phone functions on their computer utilizing on-screen controls for telephony functions such as answering and disconnecting calls, putting callers on hold, transferring calls, etc. via computer telephony integration (CTI).
But computer telephony integration (CTI) accomplishes far more than just providing the agent the interface with phone controls. It also offers capabilities that are at the very foundation of running an effective and efficient contact center.
Although not everyone uses computer telephony integration, those who do like the ability to call someone just simply by clicking on their phone number. One of the key aspects of CTI, it certainly saves a lot of time when engaging with customers. You may say goodbye to the tiresome practice of manually dialing a number, and we'd want to thank CTI for assisting sales and support departments. The CZ bar can be configured in progressive mode to automatically carry on with outbound calling.
The integration between caller information and customer history gives agents the ability to deliver quicker, higher-quality services. Thus, the integration of CTI with CRM significantly enhances the customer experience, as consumers will spend less time repeating information and more time having their complaints addressed. It also helps to lessen customer annoyance.
One of the best features of an integrated system is that it gives you all the necessary information on a specific customer without requiring you to actively look out for it or go through multiple tabs on the desktop. All of a customer's pertinent information is displayed on the screen via its pop-up feature, enabling contact center agents to learn about their most recent interactions, purchases, or support requests. Having access to all of this data enables contact center agents to provide consumers with better-individualized service by knowing the most recent information about them. In this manner, an agent can converse with a customer confidently and precisely to elicit a much better reaction and raise customer satisfaction.
Integrating CTI and CRM enables a company to manage client data much more effectively. Placing the call recording and CDR along with the customer interaction provides a lot of conveniences to understand the previous interactions, tickets created, etc. Additionally, this user data can create unique reports and do the same analysis to identify patterns and set sales and financial objectives.
All types of contact centers use management solutions to better manage their client databases. CRM (Customer Relationship Management) applications are one of them.
By including elements of client relationship management (CRM, ERP, ticketing, etc.), your agents no longer need to search through numerous databases to find customer information. Instead, all of the data is gathered onto a single dashboard.
An important advantage of this kind of CTI and CRM integration is the ability to meet customer needs more effectively.
Integration results in less time and effort spent with CRM users. An effective information management system enables the business to concentrate on meeting client needs. Combining computer and telephone capabilities produces a setting that is equipped with data that may be used to generate insightful conclusions. Long hours spent manually dialing contacts are eliminated by automatic dialing with CTI. By clicking rather than repeatedly dialing numbers, CRM staff may devote more time to the interaction.
Digitization has greatly enhanced communication touchpoints. Being on time across all of these channels is not a simple task for the agent to perform alone. And this omnichannel solution based tool is a built-in CRM. Information about client journeys across these various points of contact can be effectively gathered by your contact center solution. This journey comprises the time spent between accessing a website and starting a conversation.
Agents give priority to first-call resolutions by ensuring that client issues are dealt with quickly and effectively. Customers find it exceedingly annoying to have to wait in lengthy lines before speaking with an agent or to be connected to the "wrong" employee who then expects a full recitation of their questions. By providing operators with call context and consumer information, calls can be resolved quickly. This would make way for deep conversations and prompt problem-solving.
Integration of computer telephony enables call management and a better knowledge of team performance through call recording, real-time monitoring, and reporting call history. Make sure your workforce adopts data-driven practices. With data at their disposal, managers can make wiser judgments. It fosters more efficient monitoring of contact center, department, and agent performance. Higher client satisfaction scores result from it as it filters down to the clients.
The connection between a sales representative and potential customers over the phone is important to the outbound sales process. The consequences can be negative if a sales professional makes a mistake when conversing with a crucial client. Sales operations can be easily managed by business representatives by efficient Salesforce's CRM integration with a computer telephony system (CTI).
Try CTI-CRM Integration with C-Zentrix to empower your contact center agents to effectively engage in real-time conversation with prospects.
Author Bio: Abhirami is a passionate writer whose forte is communication, possesses strong leadership qualities, and is often kind.