JSE-listed Ixchange`s CTI division has announced that it has successfully completed the integration of HEAT with Call Ixchange.
By integrating the two technologies, Ixchange has shortened the time taken for call centre staff to gain a holistic view of customers` details and hence shortened the time taken to satisfy customers using the call centre.
A typical call centre scenario will now have a caller calling in to the call centre or help desk, the call will be answered by the Call Ixchange and through a menu of choices the caller is prompted to enter his/her customer identification number using the telephone. When an agent becomes available, Call Ixchange delivers the call to the agent, and at the same time, a screen pops up in front of the agent and the call logging module in HEAT is initiated with all the relevant customer data.
"The Call Ixchange allows for smooth integration between your standard PABX, and the HEAT database. It calls-up the relevant data screen in front of helpdesk agents, pre-filled with the caller`s details at the time the call is delivered to the agent," says Johan Botha, GM of Ixchange`s GoldMine division. "It saves time and money, and dramatically improves customer service by automating the process of answering calls and identifying the customers details for processing, data look-up, and screen pop-up."
"This allows the agent to identify the caller even before the caller is transferred," says Ian Goss-Ross, GM of Ixchange`s CTI Division. "This type of functionality is normally only available on the latest (very expensive) PABX systems with CTI links. Ixchange CTI has implemented this technology on standard PABX systems and is making it available it to a broader customer base."
Says Botha: "There is no local company able to match the combination of functionality and price that Ixchange can offer".
"The combination HEAT/Call Ixchange is the most affordable CTI/Support application on the SA market. Call Ixchange now also includes an IVR, which means that callers in the queue can now even select which queue they want to join," adds Goss-Ross.
Share
Editorial contacts