How Can Siebel CTI Integration Help Your Company
Posted on 06. May, 2010
So, you have finally made a product or service that is selling. Congratulations! Your website is booming and things are looking up for a change. Only one problem: there are many new customers that now want to speak to a live person before they buy your product. You need a call center, and that means you will also need Siebel CTI integration. Your first question might simply be what is CTI? CTI stands for computer telephony integration. What can this do for your business and why is it needed? Let’s break it down.
Siebel is an application that helps to increase the efficiency of your CSRs, or in layman’s terms, your customer service representatives. Your operators are the very “voice” of your company when customers call in, since they are the first and, perhaps the only, person customers will talk to. Don’t you want to present the best image possible? You want friendly representatives who are thoroughly trained, but who are also fast and efficient. How exactly is this done? New features (like screen pop) are the answer.
How does screen pop work? When a customer contacts your call center, your agents’ phones and computers are all connected through Siebel CTI integration. Screen pop automatically “pops” the caller’s information onto the screen, such as the number they are calling from, their name, and any information they entered into the menus they used before getting to your CSR. What does this do for you? It shaves time off of every call, and that shaves off some of the cost for you. The agent does not have to ask for the name of the caller, or the spelling of the name, as this information has instantly popped up on screen. This also means no more waiting for the customer to search for their account number while the calls back up in the phone queue, as they have already entered this information before getting to your agents.
Another wonderful feature of Siebel CTI integration is that of “click-to-dial.” What is so impressive about this feature? It reduces errors, and that reduces cost. There will be no more numbers entered wrong on callbacks, as Siebel directly contacts the customers with stored information. Isn’t that easy? You can also store the most frequently called numbers as well, such as supervisors, help lines, or other departments that often transfer calls.
As you can see, Siebel CTI is going to play an important part in the smooth functionality of your new call center.