Page 157 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management

Notes CTI Features in an Inbound Call Centre
 List: Management Addresses uncompleted calls, such as busy, no-answer, or answering
machines, by redialing numbers according to specified time intervals.
 Screen Pop: Presents customer data, product, and service information simultaneously
with the incoming telephone call.
 CLI: Matches the incoming caller’s phone number to the customer profile.
 Inbound Call Routing: Routes calls, based on data and the customer’s profile to the agent
best equipped to help that particular customer.
 ACD Connectivity: Provides the ability to connect one or more ACDs to a CTI server,
regardless of the manufacturer, in standalone or networked configurations.

CTI Features in an Outbound Call Centre

 “do-not-call”: Some people have enrolled themselves for not calling them.
 Time zone restrictions: Difference in time for countries.
 Call Results Upload: Updates the host computer with campaign results for scheduled
batch processing.
 Predictive Dialing: Maximizes agent occupancy as well as connects per agent while
minimizing abandoned calls.
 Campaign Build: Allows segmentation of outbound campaigns based on customer profiles.
 Call List Download: Transfers call list records in real time or batch mode from any
standard medium.
 Transaction Disposition Reporting: Logs call results, such as sale or no sale, along with
transaction values to campaign histories by transaction, agent, or application.
 Speed Dialing: Features allow for speed dialing, preview dialing, and manual dialing
from a host or workstation application.
 Preview Dialing: Allows the agent to become familiar with a customer profile before
initiating a call.

CTI Features in a Blended Call Centre

 Call Blending: Blends of inbound and outbound calling to maximize productivity and
increase the variety of tasks offered to agents.
 Scheduled Calling: Calls customers back at a previously specified date and time.
 ACD Connectivity

 Preview Dialing
 Enhance Dialing
 IVI/VRU Connectivity: Provides the ability to connect to one or more VRUs regardless of
the manufacturer, in standalone or networked configurations.

 Workstation connectivity: Allows call centres to drive character-based (dumb terminals)
or graphical user interfaces in a client/server or cluster-controlled architecture.
 Predictive dialing: Dialogic Card is used for outbound calls. The automation of outbound
dialing allows agents productivity by automating the services. Numbers are dialed
automatically in advance by an agent available to take the call as per the skill and
availability.

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