ICX CTI and Context Pop

Why Caller Recognition and Personalization is important?

CTI or Computer Telephony Integration is something that has been around for many years . CTI is about integrating the telephony system with the agent computer desktop and bridging the voice and data interfaces. However, implementing CTI is not just about technology. Any contact center system must take into consideration the nuances that come along with CTI. Agent experience, proper call control, call and data transfer and, hard phone-soft phone synchronization are sample issues that need to be dealt with in a proper fashion to ensure that the system actually delivers value.

What you can do with ICX CTI

Screen Pop your CRM

No matter what type of CRM you are using, ICX CTI will help recognize the caller and bring up their profile in your CRM interface before your agents answer the call. It means your agents can greet the caller personally and set the tone for a positive interaction to follow. While this already has a tremendous positive impact on your Brand perception, there is economics in it too. It allows you to wrap up calls faster by eliminating the precious time wasted searching for customer after the call has begun.

To drive a seamless agent experience, ICX supports Single sign on with CRM and single window presentation to the agents. If required, you can also embed Call controls into any browser based CRM application that supports it.

Context Pop

Painting the customer context at the agent desktop is key to driving customer experience. Quite often this requires collating data from multiple sources and presenting it to the agents. For e.g. the selections made by caller on the IVR are an important element that agents need to be shown along with the call. At other times, it could be list of pending Orders from the back end E-commerce system or Billing system.

The unique architecture design of ICX allows it to bring together data from all multiple third party sources to drive intelligent screen pop or rather "Context" pop.

Call and Data Transfer

ICX CTI transfers data with the call so that receiving agent does not punish the customer by asking them to repeat the whole conversation

Communication Enable your Process

CTI and desktop CRM tend to be different systems. Customer service needs to be seamless and it is important to provide shared process control. With ICX the processes can be made contextual. As an example, call transfer buttons may be disabled until some CRM data is filled in by the agent. This drives consistency and efficiency.

Thin Client Architecture

Agent deployment needs to be simplified. ICX has no desktop footprint and runs within a browser. The thin client architecture allows for scalability and ease of deployment and maintenance.

Collaboration Using Agent Presence

ICX facilitates collaboration between agents using a Real time Presence Aware Directory so take away guess work while dealing with live customers

Avaya Ready

ICX  is Avaya Ready and Devconnect Certified. It directly integrates with Avaya Communication Manager via Avaya AES and synchronizes with Avaya phones in shared control mode. That means ICX is plug and play with a quick time to market for existing Avaya users.

Present Real Time Queue Stats

With ICX, agents can always keep an eye on the real time state of the queues/skills (on Avaya CM) they belong to so they can adopt their interactions accordingly. Agents can the number of calls waiting per skill, longest call waiting, Service Level performance, No of Callbacks waiting etc.