Customer focused
Correct customer information is a
must for every business.
COST Effective Call Centre CTI Solutions
Simply put, CTI (Computer Telephony Integration) is the joining together of computer applications with your telephone system. City Telecom has been implementing CTI services into call centre solutions for more than 10 years.
City Telecom offers a wide range of customer relationship solutions (and tools) that are suitable for any business type with the added benefit of lowering your operational and customer related support costs. Some of these tools include (but not limited to):
• Real-time and historical reporting,
• Call routing and email options to specific departments,
• Call logging recording and retrieval,
• Extensive Voicemail functionality and options,
• SMS functionality,
• Unified messaging and management individual and
• Team performance analysis.
Most businesses using IP telephony for call centre solutions realise some immediate benefits such as better call handling, improved customer service levels and service quality, more comprehensive views on costs, ability to see where process modifications are necessary, and the ability to realise operational predictability. When engaging with City Telecom we will focus on the core efficiencies and cost reductions that you are looking to achieve.
The following are some best of breed vendors that we implement for our customers: 
More Adaptive Call Centre information
More AdvanceIP Telrad phone system information
More 3CX phone system information
City Telecom solutions are used by:
• Business management
• Departmental workgroups with extensions
• Contact centres with agents at a single location or dispersed locations
Call Centre Solutions provide a great deal of automation that would enhance your business processes. Done correctly the customer experience would also be improved.
What is typically involved with a CTI implementation?
• Hardware - servers which can include PBX systems
• Software - programs that interface with the user, the services, and telecom equipment
• Head sets, hand sets, or mobile devices such as BlackBerry or other Smart Phone handsets
• PC systems
• Consulting services - includes business process and customer processing work flows
• Training - On equipment, software, and systems
We recommend Cisco Infrastructure Hardware (also excellent for Unified Communications as a dual purpose)
General Call Centre Conatact centre Features.
Cisco UC 540 Data Sheet
Please contact directly to discuss your requirements and to set up a meeting.
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