Demystifying CTI: A Glossary of Basic Terms for Newbies

InGenius

If you're thinking of investing in a computer telephony integration (CTI) solution for your contact center to integrate the voice channel with your CRM, you will undoubtedly have come across several of the terms mentioned in this list. Cloud-Based CRM. CRM Integration.

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A Call Center Glossary: The A-Zs of Call Centers

Fonolo

AHT (Average Handling Time): This is measured right from the time an agent begins the interaction with the customer, including the hold time, talk time, and related tasks that follow the entire transaction.

6 Worries That Melt Away With Cloud-Based Phone Software

aircall

With VoIP software, onboarding has gotten a lot easier. Robust VoIP software will let you purchase local numbers in most countries. To meet these criteria, it helps to have intelligent phone software that works with your favorite CRM to delight the customer.

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4 ways a collaborative phone solution will benefit your customers

aircall

VoIP software has many advantages: lowered upfront and ongoing costs, a lighter carbon footprint, an international presence, and enhanced potential for efficiency and collaboration. #1: VoIP phone systems are designed with teamwork and cohesion in mind, and it shows.

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4 ways a collaborative phone solution will benefit your customers

aircall

VoIP software has many advantages: lowered upfront and ongoing costs, a lighter carbon footprint, an international presence, and enhanced potential for efficiency and collaboration. #1: VoIP phone systems are designed with teamwork and cohesion in mind, and it shows.

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How to Use the Phone to Your Business’ Advantage

aircall

VoIP technology has made the phone a more advanced tool than ever. Here are ways to use VoIP business phone technology to your advantage in order to develop your business’ favorable reputation. Thanks to VoIP technology, your team will be empowered to collaborate more efficiently.

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Why a PBX is Not a Replacement for Call Center Software

Talkdesk

IP PBX: Modern PBX phone systems use Voice over Internet Protocol (VoIP) technology to make calls using the internet. Your call center is an integral piece in your company’s customer satisfaction, sales volume and business efficiency goals.

Why a PBX is Not a Replacement for Call Center Software

Talkdesk

IP PBX: Modern PBX phone systems use Voice over Internet Protocol (VoIP) technology to make calls using the internet. Your call center is an integral piece in your company’s customer satisfaction, sales volume and business efficiency goals.

Call Center Routing Benefits and Strategies

aircall

Interactive voice response, or IVR, routing gives callers the freedom to choose from a predetermined list the department to which they would like to connect. Other times, they simply don’t know which department would be responsible for their inquiry. It’s more effective to have a cross-trained agent take each call or to use CRM/help desk information to make an educated guess on why the customer is calling.

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. Computer telephony integration also lets your communication devices to communicate with one another: phone, computer, fax, voice mail, mobile, etc.

Contact Center vs. Call Center: What Is the Difference?

aircall

The two are similar, but the main difference of contact center vs. call center is that the former provides additional services such as : VoIP Telephone Services. Contact centers often work using customized scripts for every customer interaction.

Call Center Routing Benefits and Strategies

aircall

Interactive voice response, or IVR, routing gives callers the freedom to choose from a predetermined list the department to which they would like to connect. Other times, they simply don’t know which department would be responsible for their inquiry. It’s more effective to have a cross-trained agent take each call or to use CRM/help desk information to make an educated guess on why the customer is calling.

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. Computer telephony integration also lets your communication devices to communicate with one another: phone, computer, fax, voice mail, mobile, etc.

Contact Center vs. Call Center: What Is the Difference?

aircall

The two are similar, but the main difference of contact center vs. call center is that the former provides additional services such as : VoIP Telephone Services. Contact centers often work using customized scripts for every customer interaction.