CTI Call Routing
FDVS delivers a full suite of computer telephony integration (CTI) solutions that create an efficient, convenient caller experience.
Our CTI call routing capabilities improve call handling by integrating data collected via the IVR right through to the back-end systems that drive CSR or automated contact flows. Calls can be routed based on:
- Automatic Number Identification (ANI)
- Dialed Number Identification Service (DNIS)
- Prior call history lookup
- Alignment of customer need to CSR skills
Our advanced call routing functionality can automatically schedule outbound callbacks on inbound abandoned calls, and can prompt CSRs with whispers to better prepare them for the call. Together with personalized call routing and intelligent call routing, our CTI suite can get the right calls to the right agents or self help applications faster saving you money and driving customer satisfaction.
In addition, CTI enhances available management information such as realtime views of call dispositioning, simplified access to center level aggregation, CSR level transfer and abandonment statistics.