To improve the productivity and communication processes in direct marketed agents, the CTI, acronym of “Computer Telephony Interface”, is the centerpiece of our call centers. The CTI allows the dialogue from a computer tool to a telephone device, the consultation of customer files and many other functionalities useful to the production agents and their managers.
For almost a year, the calls have been made using a telephony and customer relation software Vocalcom. Following numerous technical problems and malfunctions, the IT teams studied the various solutions proposed by other competing service providers in order to launch a new rfp. After having studied its technical and financial aspects, the CTI Genesys has appeared as the best solution to meet the needs of production due to its performance and the functionalities it offers. The IT team then carried out a 3 week test phase, before definitively terminating the old contract with the service provider Vocalcom in order to migrate call management to Genesys. This migration is being tested of its functions and training points to assist all users of this tool. This migration should be finalised on 1st January and all the team will integrate this software as soon as possible.
Annual budget 2021 of the CTI tool : 160K €
Cost of setting up : 10K €
Cost of licences : 80K €
Cost of communications : 70K €
