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Contact Center/ CTI features are you looking for in your research?

Posted on by Microsoft Employee

Hello,

Is anybody shopping for CTI or contact center integration solutions as we move into the new year? What features are you looking for and are there any "make or break" features a solution must have in order to consider it for purchase?

Curious on the input! Thank you!

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  • Rahul Mishra Profile Picture
    Rahul Mishra 4 on at
    Contact Center/ CTI features are you looking for in your research?

    Hey there!

     

    The most popular features of a CTI for your research can include the following: 

     
    • Screen pop to show caller’s details

    • Click to dial for a hassle-free inbound/outbound call

    • Custom interface for a personalized UI that fosters agent-customer interaction

    • Automatic call logging for creating logs automatically after disconnecting

     

    There are more features available off shelf for different contact center software. I believe the link shared below could be helpful.
    https://www.novelvox.com/cti-connector/ 

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Contact Center/ CTI features are you looking for in your research?

    Thank you!

  • Andre Margono Profile Picture
    Andre Margono 2,602 on at
    RE: Contact Center/ CTI features are you looking for in your research?

    Most of them are available off the shelf. However, some require a bit of customisations. From experience, the best outcome that I've got is by engaging the vendor directly.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Contact Center/ CTI features are you looking for in your research?

    Thanks Andre. Do you find most vendors offer all/ most of these features?

  • Andre Margono Profile Picture
    Andre Margono 2,602 on at
    RE: Contact Center/ CTI features are you looking for in your research?

    I'm not in shopping for CTI solution, but have implemented some solutions in the past. Most top asks that I've found:

    * Screen Pop

    * To be able to resolve the caller to relevant records (contact/account/lead)

    * Call wrap-up, once the call completed, save the comments and store the phone call activity

    * Ability to record the conversation for coaching purpose (the recording can be configured to be stored in a specific location -obviously not in Dynamics 365)

    * Ability to configure the search criteria. e.g: phone number with & without country code, configurable phone number fields, ability to search for custom entity.

    * Supports various telephony providers

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