CTI is now available at a fraction of the cost of before and allows companies of all shapes and sizes to dramatically improve the caller experience by simply plugging our service into their current set-up. Just as Google and Amazon virtualised their industries and transformed the business model with Software as a Service (SaaS), NewVoiceMedia is doing the same for Computer Telephony
Basingstoke, UK (PRWEB) July 15, 2008
Hosted Contact Centre provider NewVoiceMedia today announced that it has been granted a UK patent for its Computer-Telephony Integration as a Service. From today, any call centre can implement customer-centric handling simply by using an 08XX number and renting the NewVoiceMedia service 'on-demand'. There's no new hardware or software integration required, and users can still use their existing switch.
Research shows that 80% of UK call centres have not been able to implement CTI because of the costs involved and the complexity of integration. However, CTI offers major advantages for call centres as it enables them to route calls according to information on the caller held by a CRM system. CTI is much more than screen popping data to the agent before the call is put through. For example, callers can be routed to the last agent they spoke to; loyal customers can be identified by their recent spending patterns and prioritised in the queue; and callers can be given targeted messages while in-queue, making cross-selling much more relevant and effective. Some of the early adopters of this Individual Caller Treatment report sales increases of 15% because of its implementation.
According to NewVoiceMedia Chief Architect Richard Pickering, "CTI is now available at a fraction of the cost of before and allows companies of all shapes and sizes to dramatically improve the caller experience by simply plugging our service into their current set-up. Just as Google and Amazon virtualised their industries and transformed the business model with Software as a Service (SaaS), NewVoiceMedia is doing the same for Computer Telephony".
For more information contact Neil Kirtley, NewVoiceMedia, Marketing Manager, +44 1256 897 617. NewVoiceMedia is based in the UK, time is GMT +1.
CTI has so far evolved through three generations. The first generation CTI ran off mainframe servers using proprietary protocols and was deployed as customer premise equipment. Second generation CTI was client/server in architecture, but the solution was still deployed on customer's premises but allowed the PBX to work with any CRM. Third generation CTI is similar to second generation, except that the CTI server can also instruct the public telephone exchange to queue the call in-network and deliver it to the correct ACD when an agent becomes available. Fourth generation CTI is NewVoiceMedia's innovation and forms the foundation of ContactWorld® - a single integrated CTI-enabled telephone exchange that sits outside both the customer premise and the public telephone network and is both web-enabled and end-user configurable.