Applications
As part of the process of creating the perfect communications solution for your business, there are a number of applications that you should also consider. These have been designed to make your employees working lives more productive, whilst also providing you with an improved level of management information.

CTI
It’s very important that any call centre agents you may have are able to access as much information as possible about the person they are talking to. Computer Telephony Integration (CTI) can help them to achieve this, by accessing your database to find the customer’s details, based on their incoming CLI or on the outbound number dialled. This information is then displayed on-screen instantly so that your agents are then fully informed and are able to handle the customer enquiry more efficiently.

Call logging and call centre working
At a basic level, you need to track all calls coming into and going out of your business using a call logging system. This will enable you to track costs and also to understand whether you have enough resource to handle your inbound call traffic. For more complex call management, especially where you have a call centre environment, you may also want to track and report on things like missed or abandoned calls, agent performance, answer times and so on. This information will then help you to manage your call centre agents more effectively and to identify areas of weakness, where increased resource may be required.

Call recording
The ability to record calls and then to access these recordings afterwards - searching by date, time, agent or caller - is becoming an increasing common requirement amongst many types of businesses. Whether it is for legal requirements in the case of a solicitor, or simply to help you provide better customer service in the future, there are many reasons why a call recording solution may be required.