Without integration so much of what we do at Premiere Response would fall on deaf ears and blank screens. Integrating our various systems allows us to meet our clients need for customer details, while seamlessly meshing our different communication sources together. Information can be recorded, tracked, catalogued, analyzed and shared uniformly.
Here’s how Premiere Response achieves integration through our various information systems:
CTI or Computer Telephony Integration is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing.
Our CTI capabilities begin with capturing information from the carrier such as ANI and DNIS. This information can help route calls to a specific queue for special handling. The screen pops can display that data and any additional data that may have been captured. All calls are captured in a call history file and with recordings if required. The calls can also be routed or weighed via skills-based routing that is set up on a queue-by-queue basis. Caller ID (ANI) is captured from the inbound call if the callers allow that information to be retrieved. Screen information is captured and stored with any IVR, CTI information and transferred if necessary to the CSR with the appropriate training.
Remote Connectivity is the ability of our customer service representatives (CSRs) to connect and handle calls remotely (“Virtual employees”). CSRs can still receive screen pops and all of the functionality that the system offers. CSR supervisors can still monitor CSRs’ performance and record remote CSR calls at any time and from any CSR location.
Multi-Site Capability Our system allows us to run a “virtual” contact center—meaning that calls can be routed throughout different locations in real-time with a seamless appearance to the customer. This gives us coverage and additional redundancy over different time zones and weather patterns should the need arise.
Unified Messaging In the CIC system, basically any form of communication is treated as a phone call. The system handles incoming faxes, e-mails and phone calls and captures them for retrieval, utilizing call priority and skills-based routing capabilities contained within the software. The system also records voicemails and e-mail can be played back through the phone utilizing text-to-speech functionality.
IVR The Interactive Voice Response System (IVR) system is a fully integrated module within the software, allowing your customers to route themselves to appropriate representative groups or informational services by responding to audio prompts of any size. The IVR application enables us to provide self-service options ranging from a simple English/Spanish split, to more complex applications that provide the caller with self-service ability to access your shipping or billing databases, store/dealer location, or make credit card or check by phone payments. We also have the ability to execute complex database inquiries for record retrieval utilizing text to speech capabilities, and insert, update and delete data along with a wide range of telephony operations including call routing. If customer calls have been recorded they can be retrieved and listened to via IVR, and emailing via IVR is also an option.