Zendesk CTI Connector

CTI integration is empowering your CRM. It is the bringing together of two disparate systems to enable efficiency and proactivity. WIth a CTI connector, you are addressing a spectrum of customer service related issues in a single shot. For instance, a CTI connector helps simplify an agent’s day-to-day, allowing him to focus on more important things like delivering quality customer service. 

But how does a CTI practically help improve customer service? 

Well, CTI integration might be a singular modification to your customer service tech setup, however, it transcends numerous factors of customer service and helps streamline operations across the board. 

For the Agents

First and foremost, a CTI connector relieves your agents from the cumbersome task of toggling through windows to find the right information and lead a contextual conversation. With features like ‘ScreenPop’ and ‘Click to Dial’, agents are authorized to deliver faster, more responsive, and empathetic customer service.

For the Customers

The other side of the agent’s productivity and proactivity reflects the customer satisfaction score. In fact, the competency of the agents is directly proportional to the satisfaction score of the customers. So, when an agent is proactive and efficient in handling a query, the customer is gaining more trust and loyalty for the brand. 

If you are working on Zendesk CRM in a Cisco contact center workframe, consider bringing the telephony system of Cisco directly to your Zendesk CRM. One of the most important achievements that you would get out of this is efficient time management. A CTI connector will dramatically cut down on the time it takes to resolve a customer query. Time that your agents usually spend on finding the right information about the customer in order to lead a contextual call cuts down to seconds, thanks to the ScreenPop and Click to Dial features.

It goes without saying that your customers are the most important part of your customer service. And one of the best ways to build a lasting relationship with your customers is to make them a priority before, during, and after a purchase. With a CTI connector in place, you are able to lead more empathetic, relatable, and prompt customer interactions across all platforms. So, not only your agents are empowered but your customers are also satisfied.

The time of the hour for most contact centers is automation. As Artificial Intelligence and Machine Learning developments take over the world, reduction in manual labor and automation of repetitive tasks. With Zendesk Genesys CTI Integration, you can bring seamlessness to your day-to-day operations by automating redundant tasks and making it convenient to deliver focused customer service.

Zendesk Amazon Connect CTI integration can be one of the most beneficial implementations you have made to your contact center in a long time. A CTI connector not only brings real-time benefits but can also be beneficial in the long-run, thanks to the comprehensive reporting and call logging capabilities that it brings. 

With a single screen access to all the calls and a clear idea of the context behind the calls, you are more likely to strategize a more effective and powerful customer service experience. The insights from the CTI connector can help you shape the future of your brand.