CTI Integration for Siebel CRM

Syntellect PhoneLink™ for Siebel is a CTI application that increases the efficiency of your Customer Service Representatives (CSRs, Agents) by integrating the telephony features and functionalities with the Agent’s Customer Relationship Management (CRM) screen. This enables features like Screen Pop and Click-to-Dial to the contact centers in organizations using the Siebel CRM software.

Many organizations today are taking advantage of CTI software to improve the operations of their contact center, improve customer loyalty, and/or generate additional revenue.

Improved Operations

Syntellect PhoneLink software 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 PhoneLink 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 using Syntellect PhoneLink 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.

PhoneLink 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.

Syntellect PhoneLink 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.

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.

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