(Improving Customer Service and Enhancing Customer Experience)

Computer Telephony Integration (CTI) integrates the telecom system, the IT Infrastructure, and software applications with customer data.
InterDialog CTI is an enterprise-level CTI engine that functions as the single point of contact between customer access channels (PBX, IVR, Dialer) and corporate business applications.

Leveraging the customer database with InterDialog
(Tapping the power of the Customer Database)
Your call routing is strictly based on inbound DNIS, if your contact information and your transaction data reside in separate databases, or if your agents can’t click-to-dial a customer in your system, Computer /Telephony Integration (CTI), a feature of InterDialog, can deliver some exciting new possibilities to your contact center.

The InterDialog database connector can link Interactive Voice Response (IVR) scripts with your tranaction database, so your customers can complete their own transactions without ever talking to live agent. Where live-agent intervention is required, the building blocks in the application editor let you automatically route calls based on the information in your database. Imagine sending callers directly to the collections department if their account is past due, or routing customers directly to a supervisor if they have a long history of customer service issues. Using the dbConnector and integration with a customer database, agents can be provided with pop screens, thus reducing contact handling time.

Queries to your database are constructed in Structured Query Language (SQL), the standard language for communicating with any of the popular databases. Your custom queries, defined in the application editor, can update tables in the database or search for values based on caller or agent input.
With InterDialog’s database integration, your customers get connected to the right agent, who has access to the right information, more quickly. This reduces multiple transfers or message forwarding, keeping call times low, response times fast and customers happy.
 

  Benefits of InterDialog CTI  
 
  • Identifies the caller and retrieves the contact history from the organization    database prior to the agent receiving the call. This increases customer loyalty    also speed of business improves substantially.

  • Customer experience is enhanced with reduced levels of customer    abandonment and attrition.

  • Increases the number of transactions a system handles without adding more    agents. Consistent level of service is maintained.

  • Ensures the customer reaches the right agent every time. This brings a greater    control over the customer relationship, leading to increased customer loyalty,    repeat business and incremental sales.

  • Agent’s training time is reduced.

  • Clearly positions you as a technology center.

  • Allows for future expansion in terms of size, scalability and adaptability to    newer technology.

  • Easy to implement and deploy.

  • Easy to use GUI interface.
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    Stracon uses InterDialog CCS for Indian Airlines Dial-a-Ticket.

    Pizza Hut uses InterDailog CCS for home delivery systems at their call centers across India.

    Trinet signs up for InterDialog CCS for their 120 seater call center in New Delhi.

    Live Wire, New Delhi opts for InterDialog CCS for their Tata AIG process.

    CareTel uses InterDialog CCS at all their Call Centers in India.

    Pagepoint Uses InterDialog CCS in their calls centers across India.

    Andromeda, Mumbai signs up for InterDialog CCS for Tata AIG process.

    Zod Solutions, Hyderabad signs up for InterDialog CCS for Tata AIG process.

    Deccan Services, Hyderabad signs up for InterDialog CCS for Tata AIG Process. Paramount BPO Mumbai signs up for InterDialog CCS for their Tata AIG process on 100 seats.

    Maruti Suzuki dealers use ViaSMS at their service centers across India.

    General Motors dealers in India use ViaSMS at their Service outlets.

    Honda SEIL Ltd dealer in India use ViaSMS at their service outlets.

    Hyundai Motors signs up for ViaSMS for their dealerships in India.