CTI is a combination of phone systems and computer systems, which is used for applications such as routing, reporting, and screen pop. The original CTI has evolved since it’s inception to become customer interaction management (CIM) and has substantially more functionality.
CIM is a suit of applications designed to help contact centers to handle and report on voice, chat, email, and other customer interactions. CIM is capable of reducing cost and improving service level at the same time. CIM can provide applications for routing, chat, call back, voice self service (IVR), email, outbound and much more. Matrix Systems Integration Lab is cable of customizing CIM to your personal needs.
IVRs are a system that interprets speech and or touch-tones and responds using text-to-speech or prerecorded messages. It is also capable of pulling information from a database and will give the requested information to your clients through text-to-speech. Clients are able to provide 24/7 automated self service to there customers through IVR applications.
Contact center analytics is the procedure with which contact enters are able to soundly examine their operations data to determine micro and macro trends. Contact center analytics is also able to provide ad hoc data inquiries.
Contact Center Dashboards are applications that deliver critical contact center statistics through a web browser.
In a contact centers Multi-media commonly refers to chat, email, and video contacts.
Speech recognition is the method that is used to identify spoken words and then converts them into text. That text then can be used for data entries such as account numbers or departs being requested.
Contact interaction management is ideal for nearly all contact centers regardless of type, size, inbound or out bound, and industry.
End-to-end reporting is a summary of detailed data for each interaction from the time they first come in to the contact center to when the contact terminates. The reports will show detailed data for each interaction as each application and each agent processes it.
My center’s service levels are very good. Why would I need customer interaction management technology?
CIM is capable of surpassing your customer’s expectations for every contact. Service levels are only one-way to measure you contact centers ability to exceed your customers expectations. You could be meeting your service level goals and still have customers that are not satisfied with there contact, for reasons including but not limited to not getting first call resolution or being routed to an under skilled agent.
Customers may have an aversion to using poorly thought out IVR applications that provide no added value to them. On the other side customers always enjoy added value, such as well-crafted call flows and 24/7 access to account inquiries, order status order entry and many other things.
In most cases speech recognition of a specific word is over 99%. When an application is required to process several words in a row they are often 90-95% accurate. The accuracy depends on several different factors such as application design, background noise at the callers’ location, and the caller’s pronunciation.