Boosting CSAT Score with Avaya CTI Connector
“Thanks for holding the line. The agent will be right back to address your query.”
“Please hold the line as your call is being transferred.”
Everyone has experienced this in their lives. On an honest note, this is among the nastiest experiences for customers to abandon the call & never return. No business wants to lose customers, but failing to provide an adequate solution on time, leaves no choice for the customer but to leave.
Isn’t it scary? Despite using popular CRMs like Freshdesk, ServiceNow, Hubspot, Salesforce, etc., many contact centers fail to address their customer queries on time which ultimately results in a poor customer satisfaction score or CSAT.
CSAT score is a major metric and can be achieved by using a CTI connector. It integrates the telephone system with the contact center & enhances the experience for agents & customers alike. In this blog, we’ll read more about how a CTI connector can help supercharge CSAT scores.
Integrating CTI Connector to Boost CX
To get a better understanding of how a CTI connector can help contact centers achieve high CSAT scores, here’s a real-life example below.
Josh is a contact center stakeholder. His expertise helps his teams to tackle the bottlenecks they counter, yet, the CSAT rates aren’t favoring them. Agents frequently switch between screens that hamper the FCR, especially when the caller calls for the first time.
Since this needed a fix, a CTI connector was installed. This integration simplified calling for agents as they could easily dial and answer calls from the CRM interface.
Installation of the CTI connector improved the CSAT scores of the contact center because agents were able to greet customers to foster recognition. This became possible owing to the screen pop that emerges on the agent’s workspace every time a call comes in.
With this, it becomes easier to initiate a contextual conversation. Adding further, the FCR becomes streamlined because agents are able to provide the right solution to the customer’s query & offer them a delightful experience.
Top Benefits of Using CTI Connector for Avaya Contact Center
You’ve garnered ample knowledge about everything that can be transformed by using a CTI connector for contact centers. It has other advantages that breathe life into a CRM & automate operations.
Increased Agent Productivity
Gaining an understanding of a customer’s requirement, based on the information displayed, helps an agent to provide better resolutions. This helps agents to be more productive and improve FCR rates.
Increased Efficiency
Utilizing a CTI connector for Avaya helps in elevating an agent’s performance. The tool provides them comprehensive call management capabilities within the CRM, and thus, eliminates the requirement for the physical phone.
Parting Words
Integrating Salesforce CTI with Genesys Contact Center can improve the way of interacting with customers and help them focus more on essential factors of customer service.
NovelVox is a trusted name in the CX solution industry. With an experience of 14 years and counting, it has been the torch-bearer for developing customer-centered applications for delivering top-notch customer experience across sectors.
Their vast product line includes Agent desktops, Wallboards, Chatbots, and Ticketing systems. They offer CTI connectors for Cisco (UCCE, UCCX, PCCE, UCM, and Webex CC), Avaya, Genesys, Amazon Connect, Five9, NICE, Zoom, and Dialpad.
