xCally Shuttle – Snom IP Phones CTI integration

Computer Telephony Integration (CTI) is one of the most significant elements to improve the performance of a Customer Care. For this reason xCALLY Shuttle provides a fast and seamless integration between Cally Square drag and drop Asterisk IVR, Snom IP phones and other external applications, such as CRM and Ticketing solutions. Thanks to this the agents will immediately see on their Snom phone display the caller information and, if it’s also defined an external CRM and Ticketing integration, they will find real time CRM screen pop-ups directly on their browsers. The integration setup is fast and simple using the xCALLY Shuttle Integration section: the specific HTML5 responsive interface used by the supervisors and agents. The asterisk call center administrators will be able to setup simple Triggers to perform automatic ticket generations when the agents are logged inside the xCALLY Shuttle Workspace. Tickets can be automatically opened on 3rd party applications like Zendesk, each time the call center agents manage a call using their Snom IP phones.  View the full...

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CTI drives the call center needs

According to a recently distinguished analysis held by Software Advice, CTI (Computer-Telephone Integration) is one of the most appreciated features by the organizations seeking new call center software. To create this report, Software Advice randomly selected 385 of their phone interactions from 2013 and 2014. The possibility to get screen pop-ups showing the company CRM, Ticketing, or internal customer data base information to the call center agents, together with the call recording feature, was requested by 39 and 42 percent of buyers. The xCALLY strategy perfectly fits with the above analysis results, providing flexible CTI API and call recordings features, available for many call center scenarios. Software Advice Call Center Software 2014 BuyerView article xCALLY and Cally Square CTI...

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