Solutions

CTI Solution

When a company builds a call center, it needs OTO's CTI technology.

CTI Solution

CTI technology is necessary when corporation establishes call center for customer satisfaction. Due to recent advances in IT technology, CTI technology becomes particularly popular as a core technology for multimedia call.

CO-CTI Solution [ CO-CTI Lite / CO-CTI Enterprise ]

CO-CTI Lite CO-CTI Enterprise
 SCREEN POP-UP

 Register, change, delete working hours

 Register, change, or delete agent

 Agent/Channel/System Monitoring

 Basic statistics

- Call time by agent, response rate by agent, etc.

  Includes all functions of CO-CTI Lite version

 CTI Queue

- Scenario configuration and agent connection using waiting queue



 SKILL BASE CALL Routing

- Methods for connecting customer calls to agents, such as priority connection to VIPs, priority connection to work groups, and connection to designated agents by work group



 Scenario composition and CALL routing using ANI, DNIS information

 Notice settings, system environment settings

 Manager

- Possible to manage system and counselor status and monitor by providing manager Console.



 Statistics

- Answering rate of counselor classified by time or service, Statistics of incoming calls based on scenario, Statistics of Call forwarding, call flow analysis / EXCEL storage function

Applied field

  •   Call Center(Contact Center) for customer service
  •   TM(Tele Marketing) field
  •   Customer management at financial institutions
  •   Telephone public opinion survey by research agent
  •   Election campaign

Expected effect
of introduction

  •   Improve work efficiency and reduce costs

    - Possible to interlock with existing client system such as CRM, PRM, ERP.

    - Placement of the proper number of personnel based on statistical analysis.

  •   Improve customer satisfaction

    - Speedy task processing and providing various service.

  •   Develop promoting and marketing strategy

    - By updating client information continuously and analyzing Customer’s preference and response on the basis of database

  •   Increase sales

    - Increase sales by promoting and marketing strategy