With the increased adoption of digital channels, most of us believe that phone calls are getting phased out as the preferred support channel. They certainly are on the way out but just not as quickly as we expect. A ContactBabel survey among 200 contact centers revealed that 80.4% of inbound customer service interactions still happen over phone. So, optimizing customer interactions over voice channel remains a priority that today’s businesses must adequately focus on. How can you do that? Computer Telephony Integrations (CTI) help you move the experience of traditional voice channel to a modern digital platform that can be managed much more easily and effectively.
Sensiple’s CTI can power up CRM platforms such as ServiceNow and Dynamics 365 to increase your agent productivity and empower your agents with all the contextual knowledge they need without them having to switch between multiple windows. This rapidly reduces agent call handling time, and helps agents deliver personalized experiences and quick resolutions.