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Computer-Telephony Integration (CTI) refers to technology through which integration of interactions on computer and telephone occurs.
Customer Relationship Management (CRM) is an umbrella that covers the techniques, practices and tools of a company to process and understand consumer interactions
Intertwining the capacities of CTI and CRM brings to enterprise the power to handle customers in real-time
1. Creating Humane Junctures, not Transactions
n an environment armed with information that can be transformed into meaningful
insights by fusing the powers of computer and telephone, the company can focus
on catering to the customer’s needs.
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2.Incorporate Data Analysis
ith CTI and CRM coming together, you can dole out a series of data-related
functions with high efficiency: utilizing records for business planning, tracking and
logging of calls and acquisition of information in CRM following every call.
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3.Intiate Automatic Dialing
ith CTI brought into the loop, the workers do not face the need to dial each number
and can automatically dial a number on clicking it. This also allows CRM staff to
divert more time into the conversation than being monotonized through the dialing
of numbers.
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4.Register Non-integrated Communications
our CTI system will come with note-taking tools which will help you keep track of
information you receive from other sources. Once the information is available at a
singular spot, you can comfortably reach out to it while in need.
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5.Exploit Analytics’ Power
fter you have brought together CTI and CRM, you can use the flow of
information to know your customers fully. This includes level of interaction with
customers, the amount of contacts browsed before a decision was established,
interaction on social networking platforms, and general level of responsiveness
to calls & mails.
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That’s not all, feel free to share this information
Suyati provides marketing technology and integration services forcompanies that wish to combine the best of breed solutions and create aunified approach to customer acquisition. This unified digital marketingapproach requires system integration between various CMS and CRMplatforms, and a slew of eCommerce, Marketing Automation, Social MediaListening, email and social marketing, and customer service systems. Ourspecialized knowledge in Salesforce, open source and .Net based systemsenables us to build effective custom integrated solutions for our clients.