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RapCTI for Avaya Investments

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A suite of CTI applications that help contact centers connect with their customers better and leverage their current call center investment in Avaya

CTI Features with IVR Connector

Easy of accessibilty and usage determines agent productivity and improves contact centers efficiency. RapCTI contains extensive applications that cover end-to-end solution such as agent desktop, which is powered by a fully loaded softphone, supporting multiple databases, and customized reports to monitor the overall efficiency.

CTI Features with RAP Router

Connecting the customers to the right agent not only improves customer experience but also agent productivity. RapCTI, powered by it’s intelligent call routing technology, collects the information using CLI, DNIS, or the customer ID and finds the best agent or agent group to address the queries.

Historical Reports

Gathering historical data is important to formulate best practices in a contact center to improve it’s efficiency. RapCTI has a dedicated application to generate reports based on the historical data that will help call centers to identify and address bottle necks in major operational areas.

Intelligent Cloud Routing

Utilization of contact center across locations varies, which if leveraged, can reduce cost of delivery drastically for any contact center. RAP CTI enables calls to be routed from a network or hosted IVR to multiple call centers based on rules defined for service levels of average answer time, calls in queue, agent skills, etc.

Features

Power your existing investments with a pool of features

Capture and Transmit Call Data

Displays the call details based on the information captured from PBX (CLI, DNIS, Collected Digits, UUI/AAI)

Business based ICR System

Route calls to the right agent based on business segmentation rules and priority of the contact

Service based ICR System

Route calls to the right agent based on the service level of the contact center and the agent

Integration with PBX

State-of-the-art infrastructure that enables seamless integration with PBX through native API communications

Integration with IVR

Perfect application to host multiple IVR that can be native or third-party IVRs and supporting applications.

Integration with Business Applications

Inbuilt application to host the business applications with seamless integration with the IVR system.

Support for IVR Architectures

Robust application that supports network and hosted or Cloud IVR architectures.

Fully Loaded Soft Phone

Completely feature packed softphone that enables designated agents to interact with the customers better

Screen Pop

Screen pop with comprehensive detailing of the customer information to help agent handle the customer better

Customer IVR Traversal

Provide simple IVR menu navigation for improved customer experience and maximise agent productivity

Open Architecture and Modular Platform

Provides API for third party application integration and custom built communication modules to leverage Avaya investment

Fast Installation and Deployment

Light weight easily deployable software component with no major dependancy on third party softwares like Database

Support Avaya Platform

All the features and functionalities of this application is customized to support your Avaya investment.

Real Time Queue Stats

Real-time monitoring of the number of calls residing in the queue for better call management and customer experience

CRM Integration

Create seamless API integration between native CRM softwares and Avaya platforms

Clients

 

Industry Specific benefits

Win the social world by creating unique connected digital experience with our suite of solutions

  • Efficient and simple process to engage new customers
  • Periodically provide updates to customer of the account status
  • Activating or deactivating Credit Cards on-the-go
  • Keeping customers alerted with reminders and alerts
  • Process suspending of accounts and sending notification
  • Notify customers of suspicious or fraudulent activities
  • Keeping customers updated on all products and services
  • Provide alerts to reduce fraudulent usage of Credit Cards

Win the social world by creating unique connected digital experience with our suite of solutions

  • Periodic updates regarding the state and central elections
  • Provide access of public health information any time, anywhere
  • Update citizens on tax payments with reminders and alerts
  • Notifications from Public Library on citizen’s membership activities.
  • Constant updates on the working hours of the public agencies
  • Periodical notifications regarding public service availability

Win the social world by creating unique connected digital experience with our suite of solutions

  • Make new customer on-boarding seamless and easy
  • Proactive reminders regarding the bill payments
  • Provide alerts on the changes or updates to the current plan
  • Post customers timely status on orders and services
  • Periodical notification on the eligibility upgrade
  • Execute, alert and manage outage automatically
  • Delight customers with constructive feedback system

Win the social world by creating unique connected digital experience with our suite of solutions

  • Validate customers and provide secured transactions
  • Confirm, schedule and reschedule appointments on-the-go
  • Provide appointment cancellation notifications to customer
  • Provide customers with timely bill payment reminders
  • Improve CX through updates on wellness tips and information
  • Create automated prescription refill notification and system
  • Automated status updates on customer claims

Win the social world by creating unique connected digital experience with our suite of solutions

  • Automated backend system to alert on stock updates
  • Increase sales through seasonal alerts on sales offers
  • Timely updates on order status and delivery confirmation
  • Provide updates on available products and product recalls
  • Indulge customers through beneficial loyalty program alerts
  • Improve internal system through constructive feedback system

Win the social world by creating unique connected digital experience with our suite of solutions

  • Provide proactive follow-ups to customers on insurance quotes
  • Keep customers updated on all insurance products and benefits
  • Timely payment reminders for policies taken to reduce payment default
  • Generate and send automated status updates on customer claims
  • Provide timely notifications to customers on policy renewals

Win the social world by creating unique connected digital experience with our suite of solutions

  • Provide Immediate call confirmation on the booked services
  • Cross sell new services while executing campaigns
  • Provide proactive notifications to customers on planned down-time
  • On-time updates to customers on system or server outage
  • Timely reminders to customers for payment of avialed services

Win the social world by creating unique connected digital experience with our suite of solutions

  • Keep your customers updated on the logistic quotes
  • Create automated order supply and tracking system
  • Delivery reminders to suppliers to prevent lost-sales
  • Live tracking of ordered goods through proactive alerts
  • Generate time-to-time updates on order status
  • Provides comprehensive assistance during packages collection

Win the social world by creating unique connected digital experience with our suite of solutions

  • Provide timely notification and alerts on itinerary updates
  • Convenient enquiry system to check ticket availability
  • Periodical notification and updates on delays and cancellations
  • Timely notifications on emergencies during and after travel

Win the social world by creating unique connected digital experience with our suite of solutions

  • Complete solution to monitor and update employee timesheets
  • Appropriate notifications to employees when salary is credited
  • Proactive notifications through emails and calendar schedules
  • Suitable solutions for circulating communications within organization

Technology Partners

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