CTI Functionality That’s the Foundation of Siebel CTI Connect

Syntellect® CT Connect™ is the industry-leading CTI platform that powers Siebel CTI Connect. Syntellect CT Connect for Siebel includes the PhoneLink adapter and provides Siebel CRM users with a like-for-like CTI Connect replacement that delivers Screen Pop and Click-to-Dial functionality while maintaining the same familiar user experience with which your Customer Service Representatives (CSRs, Agents) are accustomed.

In addition to CTI functionality, Syntellect CT Connect for Siebel is the most cost-effective CTI alternative for Siebel CTI Connect customers. At a cost of 30% less than Siebel CTI Connect, 70% less that ContactCenter Anywhere (CCA) and no new implementation or hardware costs, Syntellect’s CT Connect for Siebel enables seamless integration with your current system and worry-free upgrades to newer versions of Siebel CRM. Compared to other Siebel solutions, Syntellect CT Connect for Siebel is a versatile platform that is highly scalable and can easily be extended to multi-media channels, including email, web and unified queuing for both on-premise and leading SaaS providers such as Salesforce.com.

Whether you run Siebel CRM 7.x or 8.x, Syntellect CT Connect™ for Siebel is a powerful CTI solution that continues to improve the operation of your contact center, builds customer loyalty and generates additional revenue.

Syntellect CT Connect for Siebel Capabilities

• Screen Pop – delivers call details and/or the customer’s history to the agent along with the call so that they can personalize the customer interaction and resolve the issue more quickly
• Click-to-Dial – reduces wasted time and errors by calling customers directly from within a Siebel contact
• Coordinated Call and Data Transfer – enables notes attached to a call record by one agent to be used by other agents when the call is transferred to them, enabling seamless support by more than one agent during a single interaction
• Simple migration to Syntellect Customer Interaction Management (CIM) and cloud-based solutions like Salesforce.com

Improved Operations

Syntellect CT Connect for Siebel can reduce call time by 10-20 seconds per call simply by providing customer information to an agent’s desktop as they simultaneously receive a customer call. Using Syntellect CT Connect for Siebel you can instantly retrieve and screen-pop customer related information to the agent’s desktop as the call arrives to the agent. Receiving customer details on your screen at the same moment you receive the incoming call means you are able to give a better and more immediate response to the customer, driving towards a first call resolution for every customer. Automatically seeing key details about the customer, such as notes from previous conversations or order history, means your staff can offer a more personalized service. Cooperation between Agents also improves when using Syntellect CT Connect for Siebel. Information about the caller travels with consultative calls or conference calls, allowing the second agent to see the same information the first agent reviews, increasing agent productivity and customer satisfaction.

Syntellect CT Connect for Siebel’s Click-to-Dial capability means telephony functions are integrated into the Siebel application allowing agents to more quickly make outbound calls. Dialing out automatically with a single mouse click from the Syntellect CT Connect for Siebel application on your computer saves time and is more accurate, so if you make a lot of outgoing phone calls, the cumulative time lost to wrong numbers can be substantial and may be avoided. With faster call processing, organizations are able to achieve first call resolution for all customers and reduce the need to hire additional agents to handle higher call volumes.

Build Customer Loyalty Through Personalization

Syntellect CT Connect for Siebel snaps right into your Siebel IT infrastructure, allowing your agent to take advantage of the customer history you have about the call, providing the agents with a 360 degree view of the customer. Armed with this information, agents can personalize their interaction with the customer, respond more precisely to customer inquiries and can resolve customer issues on a single call. With responsive and knowledgeable service representatives, your organization will stand out from the crowd and build long lasting relationships with customers.

Ultimately, a satisfied customer leads to Customer Retention, which enables your company to grow existing business.

The World's Market Leader in CTI

Today, Syntellect CT Connect routes calls to more than one million agents worldwide and provides the most robust and reliable CTI solution on the market, providing support for all of the leading PBX, Automatic Call Distribution (ACD) and IP communication environments. In addition, Syntellect CT Connect is based on industry standards, such as SIP and CSTA, which enables application developers and systems integrators to add CTI capabilities to voice self-service, contact center and unified communications solutions at dramatically lower cost than ever before. Now more than ever, CTI capabilities are within your reach.

Visit the Contact Center Resources section to discover more about Syntellect's interaction management solutions, whitepapers, case studies, articles and other information about the contact center industry.

Request More Information