Call Center Computer Telephony Integration: A Case Study
Charles V. Breakfield, Roxanne E. Burkey · Auerbach Publications eBooks · 2020
This chapter discusses productivity enhancements for the help desk through the implementation of computer telephony integration (CTI) technology. The decision to incorporate CTI technology into the planned state-of-the-art call center was mandated by call center management as a part of the move and necessary call center improvements. The present call center operation divides staff into focus areas, resulting in staff groups versed in the service requirements of one to two designated areas. This allows the development of representatives to meet specific customer needs. The CTI-specific project goal was to use all the advantages of third-party call control and associated middleware to reduce the amount of time spent handling each call. Calls route through the interactive voice response call flow via a script that supports common questions or, if necessary, forwards a call quickly to an appropriate representative to assist in the customer problem/solution. CTI implementation for the call center consisted of four separate stages.