Each contact center integration project has specific and necessary requirements that are needed to increase agent efficiency and improve the customer journey. Identifying a product that leverages market experience to design and fulfill most requirements is recommended. The goal of a quality integration project is to track, record and store customer information so that the information can be seamlessly unified with the CTI software. Below is a list of common agent and contact center features and requirements that can be used to start discussions around your CTI project.
Agent Features
The agent’s experience is critical for good customer service. The right balance of rich features and ease of use interface make for a happy agent…and happy agents make happy customers. Below are the agent features you should look for in a solution:
Agent Work Mode: Agent can change CRM/ACD work modes (ready/ not ready status) in CRM interface that is synchronized with the hard phone
Automated Call Activities: Call activities are prepopulated or generated automatically to ensure fewer errors and omissions, so administrators have better tracking of agents’ activities and customer history
Call Control: Enables an agent to control calls from their desktop such as being able to answer, drop, hold, transfer etc.
Campaign Dialing: Call lists can be distributed and automatically dialed out with screen pop for outbound agents
Call State: Agents can view their current call state from their desktop – ex. Held, Connected. If physical phones are still used, it’s important to synchronize the physical phone and the softphone call state. This can also be referred to as agent presence.
Click to Dial: Allows the agent to click on a phone number within the CRM application to place an outbound call eliminating the need for an agent to enter in a phone number manually
Logout Reason Codes: Gives agents an easy way to update the system when they logout for breaks, lunch, and training. It also helps operations understand why their agents are logging out because agents must select a reason before logging out
Multi-Channel: Support for multiple communication channels such as e-mail, fax, web chat, etc.
Not Ready Reason Codes: Provides agents with a way of providing more details on why they are not ready to take the next call. Helps operations understand why their agents are not ready to take calls by enforcing reason code selections by agents.
Screen Pop: Customer information is displayed in an application window when the call is received; search can be configured to search on caller’s phone number or call attached data
Update Call Attached Data/ Bookmark: Agents can update or create customer information that can be transferred and displayed in a screen pop
Contact Center Features
Modern contact centers need robust infrastructure to keep up with the ever-changing ways customers want to interact with your business. Having the right capabilities gives you the flexibility you need to react in real-time.
Some important capabilities to consider for your contact center:
Analytics: Agent and caller statistics, like average hold time, number of calls per day, and single call resolution can be gathered in a single place. Ideally, combining CRM and contact center statistics for improved analytics.
Configurable Button Enhancement: Allows administrators to change the look of the agent experience to keep agents engaged or address special needs
Dual Tone Multi Frequency (DTMF): The sounds that emit when a key is pressed on a telephone that allows agent to perform special operations, like speed dialing or to assist customers in navigating IVR systems.
Hot Seating: Agents who don’t sit at the same desk every day can log in at any desk using their assigned credentials
Intelligent Routing: Directs calls to the appropriate department or agent through manual or automatic CRM data lookup. For example, an agent can route a caller to a preferred representative or specialist based on agents’ skills or availability.
Mobile Agent: Support for agents who are not sitting in a physical contact center because agents can work from anywhere by routing calls to a home or mobile phone
Omni Channel: Support for multiple channels to be handled by a single agent using a single interface and with similar treatment. For instance, a work item, chat, email, phone call could be routed to an agent in a similar fashion without changing applications
Outbound Calls: Provides a simple way for agents to make outbound calls from their desktop ex. Consultative calls to another agent or calls outside of the organization
Screen Pop: Customer information is displayed in an application window when the call is received; search can be configured to search on caller’s phone number or call attached data
These are some of the important terms and capabilities to consider when embarking on a new contact center integration project. AMC has over 24 years of experience helping companies build state of the art contact centers. Contact us to find out how we can help you.