You want your service desk to process calls as efficiently as possible. Linking your telephone system to TOPdesk is the perfect way to streamline your communication. The CTI module lets your service desk employees see who is calling before they answer the phone. This ensures that your customers will be put through to the correct specialist straight away.
The CTI module (Computer Telephony Integration) is designed with service desk employees in mind. Answering the phone and searching for customer details is a time-consuming process that is repeated countless times a day. Furthermore, calls often must be forwarded to other specialists. The CTI module ensures that this is done automatically, saving time for both your employees and the customer.
How does the CTI module work?
A pop-up screen will appear when a customer calls your service desk. This will display the customer name and other contact details, ensuring that your employees have all necessary information at hand. The pop-up can also be used to access the customer’s previous incidents, as well as create an incident or reservation. What’s more, transferring the call to the correct specialist is easier than ever before.
The CTI module also lets you make calls directly from TOPdesk. Your service desk employee can call customers from a Person or Branch Card with a single click. You can also select a telephone number on your screen and press F8; the number will be called straight away.
This module is available in the following packages:
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With the CTI module, your telephone centre is integrated with your TOPdesk environment. However, it is also possible to create links with other applications. The links displayed in the CTI pop-up screen can be customized per employee. These links can include a Caller Card in TOPdesk, but also a link to another application.
The benefits of the CTI module:
• Process more calls in less time
• Automatic handling of incoming and outgoing calls automatically
• Possibility of linking CTI with other applications
• Compatible with almost every telephone system
• Available for TOPdesk Enterprise and Professional 4
Want to know what the CTI module can do for your organization and how it can be implemented? Request a checklist from TOPdesk Consultancy: +44 (0) 207 8034200.