СTI INTRODUCES A NEW VERSION OF ITS CTI OMNI SYSTEM FOR CONTACT CENTERS

The CTI system integrator announces the start of sales of the second release of CTI Omni, an automation system for omni-channel service business processes, which allows the efficient use of all digital channels for incoming requests to contact centers.

Developed by CTI's R&D department, CTI Omni is part of the company’s product line for contact centers. It allows the equally efficient use of all digital channels in contact centers, expanding opportunities for client business growth. It will be important for customers interested in sales growth that CTI Omni significantly reduces the amount of lost and incomplete requests to contact centers, increasing conversions into transactions. This is possible due to reduced request processing time and queue waiting. Moreover, the system has embedded intelligent routing: the request is immediately transferred to an operator with the skills and competencies corresponding to the request subject.

The operator of the contact center has access to complete information from the unified CTI Omni interface, which allows simultaneous processing of requests from six channels. Instant customer identification and a single request history directly contributes to customer loyalty. In the current conditions, this is the most significant and valuable factor for brand development and expanding audience outreach.

Control over operator performance is provided by online and historical reports with a large number of criteria for analyzing the quality of processing for each request. And, of course, all operator dialogs are recorded and available for review.

From a business perspective, CTI Omni helps reduce operating costs by using text channels with lower costs and optimizing the contact center’s workforce.

The updated version of the solution has been significantly improved and has many additional benefits. There is now integration with the Cisco UCCE voice platform, the functionality of the supervisor has been expanded, and new time tracking indicators and detailed statistics of operator activities have been added. The range of digital channels has also been expanded to include WhatsApp.

CTI Omni can be integrated with existing contact center infrastructure, regardless of voice platform. The solution is easily scalable and designed in accordance with market trends. This guarantees the security of the client’s investment in the technology part of the contact center.

“The CTI Omni solution is indispensable for a modern contact center. It helps to create a unified client interaction history regardless of the contact channel. Understanding preferences and building truly convenient and effective communications – that’s what clients value most,” says Platon Begun, Head of CTI’s Contact Center Department.