Computer Telephone Integration
Manage received calls easily by clicking on your computer screen, use advanced call functionalities for getting information about caller and history and raise up your efficiency while reducing average call length.
Who is calling
To speed up the registration of helpdesk cases reported by telephone, Nilex has developed a CTI module, which allows case handler to see who is calling before the phone call is answered and can prepare himself by looking up the earlier cases, both open and closed. That is the main advantage, you can actually see all the information about the client that you have in your database.
Call history
An agent gets informed about the customer and does not have to ask so many questions while customer feels like he is already known to an agent. With creating new call log, all user information are automatically added. If the user has questions about earlier cases, an agent can simply click on a case to open it. All that leads to faster customer management.
Call statistic
CTI contains line chart graph with simple view of all important information. Graph shows the visual representation of data with the amount of the logs distributed in the selected time interval. CTI is integrated with Panasonic switchboards, Tele2, Telavox, Lync (Skype for business) and Skype.
Implemented options:
Nilex & Telavox integration
The video shows integration between Telavox and Nilex, what happens on the screen when an end user calls and how to call from Nilex. Our CTi program opens and displays user information as well as current cases. From there you can click to open current or create a new case.