Better First Call Resolution and Average Handle Time (AHT)
Offer a smarter way to resolve customer issues. Use AI-powered UniCh.AI™ chatbot solution to accelerate the speed of resolution.
The UniAgent™ CRM CTI connector empowers contact center agents with complete access to relevant customer information even before the call is answered. Having critical information like contact details, interaction history, etc, and CTI call controls on the same screen help agents to improve their First Call Resolution (FCR).
The unified view of customer information on a single screen of UniAgent™ CRM CTI connector eliminates the need to switch to other applications to fetch relevant user information. It helps agent to focus on single screen with improved First Call Resolution (FCR) and reduced Average Handling Time (AHT).
Use Cases
Eliminate the frustration with today’s self-service experience. Make the right self-service answers through tight integration with CRM solutions using UniAgent™ CRM CTI Connectors.
Deliver effortless CX & reduce cost to serve by engaging your customers in proactive AI-driven conversations before they need to contact you.
Know your customer in advance and improve First Call resolution. Screen pop allows contact center agents to access customer profiles as soon as an agent connects with the customer.
Seamless integration with CRM solutions allows an agent to handle interaction with customers using a single UniAgent™ CRM CTI Connector interface, eliminating the need to switch between different applications and results in better FCR and AHT.
