GirikCTI - Providing Improved Customer Experiences
Introduction
When speaking with a customer on the phone, two systems are in operation. First, the phone system, which includes elements such as an Interactive Voice Response (IVR) system to assist customers and a switch to route calls. The system, which keeps track of past communications, transaction histories, and customer information, is the other crucial element. These two systems must work together seamlessly in order to deliver a great customer experience during a call. That is what a computer telephony integration (CTI) accomplishes. During a call, it enables real-time information sharing between your application and phone systems, enabling the agent to confidently and easily handle customer interactions.
Challenges with CTI Solutions
Traditional CTI systems are challenging to deploy and have several limitations. The following are a few problems with traditional CTI solutions:
- Specifically tailored to each phone system: These integrations must be specifically designed for each switch and are typically point-to-point. Each connection must be tailored independently if your company uses several outsourced call centers and servicing companies or has multiple telephony set ups.
- Hard-coded solutions: These CTI integrations are limited to certain scenarios that are hard-wired into the solution (i.e., only certain parameters can be transferred between the systems). Changing the integration logic later on is usually complex, and more often than not such integrations are time-consuming.
- Cannot be defined by end users: Business users are best positioned to lay out how the CTI integration process should look like. They understand the parameters that need to be exchanged to optimize call handling, the best way to handle exceptions, and the information that needs to be displayed on the agent screen. However, installing the CTI solution is always a technical project, and the results rarely meet the user expectations.
- Only single parameter searches: One disadvantage of a hardcoded approach is that the integration logic cannot be changed to build a flexible and configurable database search across numerous entities and fields. Let's take an example: A mobile number given by the telephone system can only be found in one field of one database (for example, the customer master). While the mobile number may not be in the contact database (or has not been updated recently), it may be available against the invoice details (or the most recent service request submitted by the customer).
A traditional CTI integration cannot readily search across numerous such tables and fields in the manner desired by the users. As the number of customer touchpoints increases, data is stored in different locations. To find the best match, the CTI connector must be both powerful and flexible enough to scan through complicated database structures.
The Need
- A working solution that provides a common integration architecture for all telephone systems.
- A solution that can integrate with multiple phone systems without requiring hard coding.
- A solution whose integration parameters are set by the business users themselves. The method of integration, search parameters, search results, and order in which the search will be run should all be user-defined. The user should also be able to modify these parameters as the business’s demands evolve.
- A solution that enables you to search your system database for the proper customer using a customer-specified definition.
- A robust solution that is fast, efficient, and minimizes the agent workload even at scale.
GirikCTI – Key Features
GirikCTI is a 100% native Salesforce CTI solution approach that overcomes all of the limitations of existing CTI solutions. Some of the core capabilities of our CTI solution are listed below.
Integrates With Any CTI Provider
GirikCTI's CTI system employs common standard integration techniques and is easily integrated with any CTI provider. You can choose the best CTI provider based on your unique business needs and be confident that our solution will connect effortlessly. The integration process is straightforward and employs standard guidelines and industry best practices that are simple to build and maintain.
Search Across a Large CRM Database
As previously noted, most CTI systems only allow searches for one entity at a time. Our CTI solution bridges that gap by eliminating the time-consuming coding effort and allowing you to search across any number of entities with a simple configuration. The system also allows you to configure all exceptions. For example, what screens and information should I share with the agent if no matches are found? How to present information in the event of numerous matches, and so forth. The GirikCTI configuration tool allows business users to define the whole search and retrieval procedure without having to write a single line of code.
Infrastructure Agnostic
GirikCTI works perfectly with both on-premise as well as cloud set ups. Your agents can be located in a single location or distributed over multiple locations. Achieve the benefits of a distributed workforce while still maintaining seamlessly connected business processes.
Intuitive, Feature-Rich, and User Friendly
Our solution provides a zero-coding setup. The solution is simple to set up, with user-friendly configuration windows that allow you to set up CTI flows in minutes! Dependencies on the technology team are eliminated. The GirikCTI configuration tool allows you to experiment with different configurations and fine-tune them for maximum process efficiency. A built-in simulator website allows users to see the outcomes in real-time before launching the integration. A CTI enablement that formerly took months of developing, integrating, testing, and fine-tuning may now be completed in a matter of days.
A reliable and effective CTI solution is required for managing all phone interactions with customers, whether it be customer support, operations, or telesales. GirikCTI’s solution enables you to design extremely efficient, robust, and scalable processes for all sorts of telephonic interactions with customers. Our CTI for Salesforce solution is offered as a ready-made extension for the Salesforce platform. To learn more about the solution, visit us on the AppExchange or email us at support@GirikCTI.com.
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