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Aptean CRM - CTI Integration

Aptean CRM - CTI Integration


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Aptean CRM - CTI Integration

6 Mars 2020

Aptean Staff Writer

A la une

  • Push Your Contact Center to the Cusp of Cutting Edge
Woman on headset in call center

Now more than ever before, customers are demanding the highest level of service possible from all departments. In order to meet their needs, Contact Centers have to remain competitive and provide top tier services, including an emphasis on technology. Introducing Computer Telephony Integration (CTI) through Aptean CRM.

  • Exceed Expectations. Consumer expectations are constantly rising. CTI integration equips you with top-notch technology to enhance customer service and prospecting.

  • Drive More Data. With CTI system integration, you can drive data directly through your contact center, without the need for offline, manual telephone calls.

  • One Unified Dashboard. You’ll never have to switch between multiple dashboards or computer screens with features like screen pops and automatic integration.

Aptean CRM’s CTI Integration Has You Covered

The Choice is Yours

Aptean CRM’s Contact Center application is fully integrated with over 125 CTI switches. This integration gives you great flexibility in terms of which CTI provider you use and how data is collected and stored within the interconnected CRM software.

Some of the popular CTI switches Aptean CRM integrates with include:

  • Samsung

  • Toshiba

  • Cisco

  • Avaya

  • Panasonic

  • Nortel

  • Mitel

  • Avaya

Read more for a complete list of CTI switches

Frequent First Contact Resolutions (FCRs)

When a customer calls, they’re looking to have their problem resolved within the first contact. Having the ability to integrate with a plethora of CTI switches gives you a better chance to have more frequent FCRs.

Integrated Screen Pops

You no longer have to manually watch for alerts and messages to pop up within the Contact Center dashboard. Our CRM software integrates with CTI screen pops for your convenience. You can maintain productivity while you converse, while also allowing for messages and alerts to appear on your computer monitor when necessary. These screen pops can include important customer background and historical information at your convenience when a call is ready to be taken or placed.

Click-to-Dial Improves Accuracy

CTI Integration allows agents to utilize click-to-dial functionality within the Contact Center dashboard. This feature gives agents flexibility in how they can call prospects and answer customers, all without leaving the main dashboard.

Want to find out how our customer relationship management software, Aptean CRM, can help your business? Contact us today to chat with one of our experts, start your free trial or schedule a demo.

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