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Chapter 4 Computer Telephony Integration

Chapter 4 Computer Telephony Integration. 4.1 Computer Telephony Integration (CTI) 4.2 Interactive Voice Response Module and Voice Messaging System 4.3 Outbound Call and Inbound Call Module 4.4 CTI Set-up. 4.1 Computer Telephony Integration (CTI).

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Chapter 4 Computer Telephony Integration

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  1. Chapter 4Computer Telephony Integration 4.1 Computer Telephony Integration (CTI) 4.2 Interactive Voice Response Module and Voice Messaging System 4.3 Outbound Call and Inbound Call Module 4.4 CTI Set-up 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  2. 4.1 Computer Telephony Integration (CTI) • A strategic CRM valuable Contact Center should have some characteristics • Every call must be helpful to customers. • Contact Center should be integrated with back-end systems. • Business should analyze and redesign existing processes. • Performance evaluation for contact center agents. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  3. 4.1.1 CTI Application Development • 1960 ~ 1970 • Technical limitations in CTI enabling • 1970 ~ 1980 • Limited by expensive PBX and unsophisticated computer technology. • 1990 ~ Now • PC technology and network technology popularize CTI development and applications. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  4. 4.1.2 CTI System Structure • CTI system framework • First Party control • Third Partycontrol • Integrated control • First Party control • Allowing individual user’s PC controls his/her own telephone through voice card on the PC and communicates with PBX. • Third Party control • There is no direct connection between each user’s PC and telephone. All telephone controlling functions are on PBX. PBX uses standard CTI link and CTI server to connect communication (phones) and computers (PC). • Integrated control • Integrate PBX functions into a PBX/CTI server. The server plays the roles of PBX and CTI server. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  5. First Party Control • Advantages： • Easy build-up and cheap software • Disadvantages： • The function works only when each PC is installed CTI software and hardware. With the increasing of the business’s telephones and computers,the set-up costs have become business’s burden. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  6. Third Party Control • Advantages： • The whole controlling function is completed by central server. • Disadvantages： • PBX set-up is expensive and function is limited by CTI server so that it is hard to display PBX’s original function, and it leads to cost waste. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  7. Integrated Control • Advantages： • Business can depend on different requirements to adjust system scale ,and integration framework provides more flexibility for business. • Due to high-level integration of network, it can attain web phone function easily. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  8. 4.1.3 Basic CTI Functions • Computers and PBX message can communicate with each other. Or computer can play a PBX role. Users can control inbound and outbound calls and change inbound/outbound voice interactive processes and rules. • Caller ID display. • Monitoring inbound calls to ensure customer service quality and to keep service records. • Data mining – future sales analyses 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  9. Basic CTI functions • Caller ID • Data collection of inbound calls • Routing/processes of inbound calls • Outbound call procedure • Voice mails/messages • Call monitoring • Voice over IP • Computer fax integration (CFI) 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  10. The Benefits of CTI • Improve customer service process • Reduce communication costs • Enhance efficiency of customer service agents • Increase competitiveness • Promote the quality of customer services • Improve business performance • Promote company’s image. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  11. Framework of Integrated Contact Center 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲 (來源：亞頌科技股份有限公司)

  12. 4.2 Interactive Voice Response Module and Voice Messaging System • Voice response units • Interactive voice response systems • Voice messaging systems 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  13. 4.2.1 Voice Response Units • Users can dial customer service system through telephone and received answers directly (without actually talking to an agent). 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  14. 4.2.2Interactive Voice Response Systems • Through voice guiding, users can interact with the voice response system to receive answers of their requests. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  15. Example of an IVR Logics 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  16. Voice Messaging/Mail System 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  17. 4.3 Outbound and Inbound Call Modules • CTI offers contact center flexible dial-in and dial-out functions with interactive voice module and automatically distributing functions. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  18. 4.3.1 Inbound Call Module • Inbound call offer contact center the mechanism to accept customer calling and automatically dispatch to customer service staff according to automatically telephone dispatching system. • CTI automatically dispatches inbound call, and connect it to specific extension group. While a specific service staff is busy, caller can wait on the line or re-routed to another staff/agent. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  19. 4.3.1 Inbound Call Module • CTI can set the average service work load according to different business logic. CTI dispatches calls to service staffs automatically to balance the work load and to avoid affecting customer service quality due to work overload. • Customer service staff can get in-bound information through computer interface and query the customer data. • Administrator/supervisor can monitor each extension/agent and get the service performance data. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  20. 4.3.2 Outbound Call Module • CTI outbound calls offer customer service agents a outbound mechanism to dial out by clicking mouse and/or keyboard. They can view every outbound call data through the user interface on the computer screen. • Customer service staff can dial out for sales operation after getting customer list with customer database from sales or marketing department. • Importing outbound call data helps customer service agents automatically schedule outbound calls. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  21. Process of CTI Outbound Calls 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  22. 4.4 CTI Configuration • CTI server is the core module of a contact center. • The advantage of integral CTI is the flexibility in hardware adjustment. For example, VoIP cards, fax cards, and voice cards can be added-on or removed “by demand” to enhance reconfigurable CTI multi channel communication. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  23. CTI Configuration 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  24. Integrating Voice Card, Fax Card and VoIP Card 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  25. 4.4.2 Multi Channel System • Multi interactive modules via telephone, mobile phone, network, e-mail and fax for easy and quick responses to customers. • It is convenient to user to interact with customer service staff with CTI server and web application . • Offer richer information with ERP and/or PDM/PLM system integration. • Customer service records offer sales and marketing departments valuable data for strategic decision making. 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

  26. Benefits of Integrated Contact Center • Automatically dial-out and data searching can save service agents’ time and efforts. • Showing the customer data of in-bound via telephone number can save searching time and enhance customer satisfaction. • High integrated contact center can offer comprehensive information for customers, enhance on-line sales, as well as ensure successful service provision. • The module of data analysis can be the basis of key performance index (KPI). 作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

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