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!
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/
Thank you!
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.
Thanks Andre. Do you find most vendors offer all/ most of these features?
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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Andre Arnaud de Cal...
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Martin Dráb
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