Contact Centers have become the central operational figure for a majority of industries in the world. While many would like to believe that Contact Centers have solved most of their problems and directed them on the path of efficiency, we need to take this with a pinch of salt. Not all contact centers have tapped into their full potential because they have failed to leverage the right technologies.
When contact center technologies operate in silos, there is little scope for agents and customer support teams to understand and satisfy customers with their services fully. This is where the need for a CTI Connector becomes apparent.
A CTI Connector is a technology that acts as a bridge between the contact center telephony and the CRM system. Creating a seamless connection between the two pivotal software systems in a contact center allows the agents to be better equipped to handle customer queries and ensure customer retention driven by their satisfaction with prompt and reliable services.
In this blog, we will explore CTI Integration with MS Dynamics 365 CRM and how the features of this integrated technology can improve contact center performance.
- Quick Call Controls for Reduced AHT
The integration of contact center telephony with MS Dynamics CRM via a CTI Connector (such as the one from NovelVox) allows agents to get rid of the manual labor of dialing numbers, doing post-call wrap-up work, and more. The integrated MS Dynamics CTI interface comes equipped with a range of call controls that simplify the agent’s task and allow them to focus on strategic tasks rather than switching between tabs or manually carrying out the call handling tasks.
| MS Dynamics CTI: Call Controls Click to dial Integrated call disposition/wrap-ups Automated call logging Agent state control Special notes One-click screen transfer Search contacts inside CTI |
- Contextual Screen Pops for Personalized Interactions
In common contact center scenarios, technologies, and teams exist and operate in silos. This creates a burden on contact center agents to fetch customer information from disintegrated apps and platforms and figure out what exactly the customer needs. The MS Dynamics CRM telephony integration addresses this hassle with the “Screen Pop” feature. As soon as the customer calls in, all his information including his/her name, contact information, previous interaction details, purchase history, etc pops up on the agent’s screen, allowing him to take the conversation forward from where it was last left off. Customers are not made to repeat the same set of details over and over again, bringing down the call handling time and also the customer’s frustration.
This also conveys an important message to the customer that he/she is valued by the organization.
- Omnichannel Capabilities for Digital Customer Service
Did you know that an average customer uses ten channels to communicate with companies and expects a contextualized experience across each of them?
Well, it would be a nightmare for businesses that offer the convenience of these many channels to customers but fail to integrate this. The CTI Connector also solves this set of problems for your contact center. It seamlessly integrates all the communication channels and allows customers to switch between channels without the fear of losing conversation context. The Omnichannel-enabled Dynamics 365 CTI helps agents keep track of customer interaction across a thread of channels, keeping the customers happy and reducing the massive call volumes.
Wrap-Up
Businesses that value their customer’s satisfaction need to equip themselves with the right technology to set up seamless connectivity between their processes and applications and provide agents with the right data at the right time. The MS Dynamics CTI Connector from NovelVox is the solution that does exactly that and helps you elevate the standards of customer service.
Transform your Contact Center on the technological front to gain the most of customer service delivery.