CTI presents omni channel solutions at CCWF 2017
Systems integrator (SI) CTI attended the 16th International Business Forum ‘Call Center World Forum’ (CCWF, March 21-22), where it unveiled its concept of omni-channel customer experience in contact centers (CCs).
Platon Begun, Head of Contact Centers at CTI, delivered a report at the plenary session of the forum. Current contact center trends were presented with the focus on digital communications. CTI’s approach to implementation of omni-channel experience in contact centers, examples of particular business problems and ways to solve those using omni-channel experience were also considered.
‘Today changes in customer behavior and expectations happen very fast. One should consider this factor while building a customer service strategy. In this case, transition to an omni-channel format is a necessity,’ says Platon Begun. ‘However, even though the contact center industry has been talking about omni-channel for years, there are still only a few cases of it being implemented in Russia. Businesses need to implement this concept today – step-by-step, without investing heavily in advanced technologies: audit existing customer service procedures, consider what procedures need to be adjusted or implemented from scratch, and develop requirements to the technical platform.’
CTI also sponsored an exhibition at CCWF. At CTI booth experts provided an overview of relevant CTI products for Cisco contact centers: CTI Outbound, CTI Scripting, CTI Output Step and CTI CCaaS. They also announced new products CTI planned to launch in 2017.