CTI Connect

Fast and efficient service is critical to delivering a positive customer experience. With organizations under constant pressure to reduce costs and increase service, a comprehensive customer care solution becomes a business imperative.

SoundBite CTI Connect is part of the SoundBite Web Services API family that connects SoundBite-based multi-channel communication solutions with your organization’s contact center infrastructure. It has proven to reduce average hold time and call abandon rates by over 60%.

SoundBite ready-built software plug-ins and Professional Services speed the integration between SoundBite and leading telephony and IVR systems, including Avaya, Cisco ICM, and Genesys.

• Incorporate intelligent call routing, warm transfers with screen pops, and dynamic call pacing into your contact center
• Shorten customer hold time and decrease the number of abandoned calls
• Improve responsiveness to customer inquiries through readily available caller and customer information
• Dynamically update calling strategies based on current agent resource availability

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