Already a customer of CTI, Rentokil are heavy users of Avaya Contact Centre and Avaya IP telephony, with over 1000 users Australia-wide. Rentokil had already invested heavily in developing its own back end systems, and CTI was a natural partner to help them integrate with Avaya.

The result of the integration has seen Rentokil save time and money with the users able to click to dial; auto create activities which are reportable against enabling supervisors to measure against KPI’s; time stamp the record post-call, making it easy from an historical perspective to understand the customers’ call history and who they spoke with.  Customer records are now displayed to the agent when a match is found on caller ID, further saving time and money.