Eon Millennium User Manual download pdf (Page 7)

CTI

Capabilities

As business transactions are still taking place over the

telephone, computer telephony integration (CTI) can

offer many benefits to companies. Whatever their busi-

ness or size, all companies have telephone-based cus-

tomer service departments overloaded with phone calls,

resulting in customers having to wait and then answer a

long list of questions before the real purpose of the call is

established. Sometimes callers are transferred to many

different departments before reaching someone able to

assist them. This type of service results not only in errors

in data entry and information relayed to a caller but also

in unhappy, frustrated customers. CTI offers the ability to

improve both productivity and customer

service responsiveness.

With the Millennium CTI Server, caller information (name,

address, account number, etc.) can be automatically sent

to your existing contact management application and dis-

played before the call is answered. If the caller needs to

be transferred, the same information is passed on to the

next agent. This not only shortens the average duration

of the call but also maximizes the number of talk minutes

per hour, thereby reducing your network costs and

required number of staff. At the same time, customers

will be impressed with faster, more personalized service!

The result: A CTI-enabled small company or department

can now be as equally competitive

as the largest dedicated call center, serving their cus-

tomers with a greater level of service.

3rd-Party CTI Applications

Server/Database

Millennium

The CTI Server network configuration shows the various devices that

can be used with the server to deliver CTI functionality at the desktop.

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Eon Millennium User Manual Page 7