Technical Complexities
Delivery in the Browser
Information used by CTI is delivered in the browser. Normally, when a user arrives at a web page, the information is static. With CTI, information needs to be pushed to the page as it happens. An agent can’t be expected to keep refreshing to see if a call has come in. CTI needs to update the page on its own.
Agents Have Unique Workflow Needs
Contact center agents have it tough. They need to talk, type, read, and think fast to deliver exceptional customer service. To build a great CTI solution, it’s important to know why agents need CTI, how they’ll use it, and how deeply to integrate telephony with the CRM. For a CTI application to truly drive productivity, it must search for the relevant record, pop the right entity, and write to the correct places in the CRM.
Different groups will have different requirements, sometimes within the same organization. They may not understand these needs up front, but once a business has been using CTI for a while, they’ll begin to understand its potential and realize what workflow integrations they need. Which means the CTI product itself must be designed for flexibility.
To read full download the whitepaper:
Complexities to Consider When Choosing a CTI Solution
