Cisco Cisco Computer Telephony Integration Option 8.5
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CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 1 What is CTI?
An Example of a Positive Interaction
An Example of a Positive Interaction
What was good about the preceding example was that:
•
Though Pierre requested to be transferred from IVR to agent, the automatic
routing both to the IVR, and to the agent at another call center, was correct
each time. There was no aimless rerouting and bouncing around from one
agent to another. This was made possible, in large part, by the centralized
knowledge of the whole system (including multiple call centers) that was
available to the Cisco CTI software.
routing both to the IVR, and to the agent at another call center, was correct
each time. There was no aimless rerouting and bouncing around from one
agent to another. This was made possible, in large part, by the centralized
knowledge of the whole system (including multiple call centers) that was
available to the Cisco CTI software.
•
Pierre never had to restate any information that he had already put into the
system; the information flowed with his call. All of this led to a decrease in
costs for XYZ and an increase in satisfaction for Pierre.
system; the information flowed with his call. All of this led to a decrease in
costs for XYZ and an increase in satisfaction for Pierre.
•
The agent was more productive because the call received required precisely
the expertise that the agent had.
the expertise that the agent had.
•
The agent was also made aware of, and used, the opportunity for up-selling.
•
Because of the knowledge the agent had of Pierre’s previous interactions with
XYZ, the agent was able to bring a personal, helpful touch to the current
interaction.
XYZ, the agent was able to bring a personal, helpful touch to the current
interaction.
•
The result: a quality experience for both Pierre and XYZ.
Introduction to Cisco CTI
This section gives an introduction to Cisco CTI. It includes the following:
•
Purpose of Cisco CTI
•
Brief description of the individual components that make up Cisco CTI
What is Cisco CTI?
Cisco CTI is a product set that helps programmers integrate CTI applications with
Intelligent Contact Management (ICM) software.
Intelligent Contact Management (ICM) software.
Cisco CTI consists of:
•
ICM software