Contact Centres

No matter what size your business, you know that customer satisfaction is tied to repeat business and your company's reputation. Personalizing your customer experience opens the opportunity to not only improve customer satisfaction, but also to upsell and cross sell - and having the best contact center technology is essential to making that possible.

Enhance and manage your customer experience with our powerful contact centre solutions that ensure you offer a top quality, flexible customer service experience. Omni-channel capabilities mean you can respond swiftly, efficiently and accurately to customers, whether they contact you via social media, email, web chat or call centre.

CTI Solutions offers a range of solutions which include:

  • Omni Channel encompassing voice, email, fax, SMS text and web chat channels
  • Multichannel Outbound –deliver customer service proactively using Proactive Chat, an automated feature that detects when a customer is browsing on your website and offers them the opportunity to speak with an agent
  • The ability to define and prioritise customers
  • Call recording
  • Interactive Voice Response (IVR)
  • At-home teleworking arrangements – agents with a laptop or PC and a home or mobile phone can handle customer interactions as if they were in the office
  • Intelligent routing – customer calls are routed based on language, knowledge, history and availability
  • Callback – when times are busy keep give customers the choice of a call back
  • Agent scripting – includes a leading-edge graphical scripting tool
  • Redundancy—failover and recovery