 As
companies become more and more dependent on the software systems
that they use, communication between Employees, and Employees
and Customers, becomes even more critical. Employees and Customers
need real time information sharing.
Computer Telephony applies the power of the computer to the
functions of the telephone, seamlessly merging the two worlds
(and making it natural for users to wonder why things weren't
always this intuitive).
The integration
of Telephone, CRM and ERP is a major development in the evolution
of the automated office. CTI is an important tool that can
propel a company above mediocre customer service standards
into unyielding and unbeatable customer service practices that
can make the difference in today's marketplace. CTI integrates
more then just the organization’s
computer and telephone systems; it integrates the applications
making every phone call, inbound and outbound, smarter.
The role CTI Can have in CRM
Solutions:
According to a study done by AT&T, 27
percent of customers who can't get through to
a company's 800 number buy elsewhere or skip the transaction
entirely. Companies using CTI in conjunction with their
800-number service make sure customers get through. |
Armed with the advantage of a truly integrated
enterprise solution, companies will have the capability to commuicate
more effectively providing improved customer service; increased
productivity; reduced costs; enhanced workflow automation
With ESP’s
emphasis on people, process, and technology, we take our structured
methodology of deploying solutions and work with you to:
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- Develop a CTI strategy for your Business
- Discover specific business problems
to be addressed
- Define formal, measurable objectives
for your CTI initiative
- Uncover technology issues that you're
organization may face, like integration of your CRM solution
with your ERP/accounting system, customer data capture
and telephony system and work with to provide solutions
for those issues.
- Help you gain a solid understanding
of how what you're planning will affect:
- Your people,
- Your current business processes
(if indeed you have formal, structured, repeatable
processes in your marketing, sales and customer service
areas)
- And, most importantly, the satisfaction
and loyalty of your customers.
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Ultimately, the goal is to provide better
information to the people that need it, sales agents, customer
service personnel and customers. CTI is the piece that completes
the puzzle, utilizing the oldest UI (user interface) out there,
the Telephone.
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