Servion implemented RAP CTI (an enterprise-level CTI engine that functions as the single point of contact between customer access channels (PBX, IVR, Dialer) and corporate business applications) and Medius (an automated, progressive dialer that enhances customer interaction) and integrated it with other tools. The service provider's phone banking capabilities were undertaken by Servion's RAP IVR module. This tool handles customers' requests and prompts them to receive corresponding information. The IVR was integrated with Oracle database for retrieving relevant data.
CTI and Screen-pop
Servion implemented RAP CTI for screen-pop and inbound call handling capabilities. RAP CTI is a Computer Telephony Interface tool that is used for populating telephony-related information on to the computer and vice-versa. Whenever the customer opts to speak to the Call Center agent, the call is transferred to the longest idle agent. Along with the call that lands on the agent's desk, customer-related information such as previous call details, customer's name, address, phone number, and IVR traversed information are also captured and passed into the screen-pop.
Finacle CRM Integration
The service provider already has Finacle CRM for managing customer-specific information. In order to fetch data from Finacle CRM and populate it in the Call Center agent's screen-pop, RAP CTI was integrated with Finacle CRM. Accordingly, relevant data was picked up from the Finacle CRM and populated in the agent screen-pop.
Single Login
Though agent login authentication needs to be done at two levels - (1. for Finacle CRM Client login and 2. for RAP CTI Client login), RAP CTI was tightly integrated with Finacle CRM to provide a single login. Whenever the Call Center agent logs into the Finacle CRM Client, he/ she is automatically logged into the RAP CTI Client as well.
Outbound Dialing for Collections
The service provider's outbound dialing challenge was met by using Servion's Medius, a progressive outbound dialer. Medius has robust automatic outbound dialing features such as Power dialing and Progressive IVR.
Monitoring and Reporting
Call Center supervisors are capable of monitoring the agents' performance and view reports specific to the performance of the agent and campaign. Medius supports monitoring tools, which helps the supervisor to monitor calls. Reports specific to the campaign and agent can be taken using the supervisor module. Common reports include - campaign-specific reports, agent productivity report, campaign summary report, call detail report, and failed call report.
