Contact Center (CTC) is a customer-centric business strategy that requires alignment among people, processes and technologies in order to achieve growth and profitability. It is the most advanced tool for delivering superior customer care services.

CTC is designed to provide customer service and support to customers by handling phone, fax, e-mail, SMS, and web interactions with equal responsiveness and consistent quality. CTC is a collection of hardware and software technologies, people and processes that must work together to meet the goal of customer service and support.

CTI Integration, a crucial component of CTC, delivers comprehensive solutions that provide intelligent routing and call treatment with transparent blending of multiple communication channels. CTI segments the customers, monitors resource availability, and delivers each contact to the most appropriate resource anywhere in the enterprise. In CTC, inbound phone interactions are answered initially by the IVR. The caller chooses the self-service they want to receive from the IVR menu. There are separate menus available for customers and non-customers.

Customers can receive services like account inquiry (balance details, transaction history, etc.), financial transactions (transfer funds, bill payment etc.), cards inquiry, or inquiries about products, campaigns, programs and exchange rates. Non-customer callers have a limited capability on IVR self-service, allowing only inquiries related to products, campaigns, programs, exchange rates, special offers, etc. At any point during the process of self-service, callers can contact the Customer Service Representatives (CSRs) or agents. Inbound interaction of the customers with the contact center is multi-channeled, where callers can choose to make contact by phone, e-mail, or fax. Inbound e-mails are received through the organization’s website, where customers are instructed to fill out a pre-defined form. The form is sent as e-mail to CTC. Outbound interactions are initiated by the CTC through campaign, callback, and notifications using e-mail, SMS, or fax as follow-up to a previous inbound interaction, campaign activities and surveys.