In this tutorial, we’re going to tackle the basics of building your call script and making script adjustments with SAS.

• Part 1: Getting Started with Script Building
• Part 2: Adding a Closing to your Script
• Part 3: Assembling Your Script
• Part 4: Previewing and Testing

Part 1: Starting Your Script With Block and Section Building

Blocks are tools the operators use to collect information from the caller. If you need a breakdown of the different Block options, you can check out this article. The Sections act as the glue that holds the Blocks together. Sections determine the order that your script Blocks appear to the operators and also determine what happens from page to page.

From within your SAS Flex portal, navigate to the Builder icon on the left hand side. From the drop down choices, select Scripts.

From the Scripts page, click the Add button, then choose Start from Scratch and add a name to your script. Don’t worry, this name can be changed at any point if you’re not married to it.

Every script needs to start with a Greeting. It’s how our agents say ‘Hello’ to your callers. Once you are on the Script workflow page, click Create a New Greeting to build your Greeting Section and Block. In this window you will see three options at the top; Edit, Logic and Field.

• The Edit section allows you to choose a Greeting Type (either all day greeting or business hours) and allows you to customize the operator text.
• The Logic section allows you to add the different path options based on your needs – path options are what the operator selects based on what the caller is calling about. For example, you may want to add an option for Calling for Service and one for Calling for Support. In our example, we’ll just add one for All Calls, meaning no matter what the caller says, the agent would click this option to progress through your script.
• The Field section will determine how you will identify your newly created Block in the workflow. In our example we’ve named ours ‘Greeting – Example’. You can name this whatever you’d like as this is not shown to the operators.

When you are finished, click Save.

Once your greeting is created, drag and drop the New Script Section into the script and select Add Script Blocks. This will take you to the pop up menu to create your Blocks.

For this tutorial, we are going to be building a Basic Message Script where we collect the caller’s Name, Phone Number, Address, Email, and the Message. We’ll start by clicking Add new script block and selecting the Full Name block.

Once you have your selected Block, you will see two options at the top Edit and Field.

• The Edit section allows you to toggle different elements of your Blocks. For example, if you only need First Name and Last Name, but not Middle Name, you can activate those two options only by toggling the gray switch on the left hand side. Once a field has been activated, you can customize the Operator text accordingly.
• The Field section will determine how you will identify your newly created Block. We suggest that this section consist of the Block type and followed by where in the script the Block is located. For example, if you are taking a message, we recommend the Block be called something like “Name – Message”.

Continue adding your scripting Blocks as needed. If you’d like to use Blocks that have already been created, you can find those listed under the area labelled Unassigned blocks. Scroll down to the bottom of the Block Bank to locate them, then drag and drop them into the Section.

Part 2: Adding a Closing to your Script

Once the main components of your Section have been added, you will need to add a Closing Block to complete the Section. There are multiple Closing Blocks to choose from (Reach, Cold Transfer, Closing (Collector) and Closing), but in this example we’ll just choose Closing.

Once you have selected the block type you’ll need, you’ll see three options at the top; Edit, Options and Field.

• The Edit section allows you to choose a Closing Type (either all day greeting or business hours) and allows you to customize the operator text.
• The Options section will allow you to select an Outcome (how the call is labeled in your call log), choose a Profile (where the message is being sent) and add an integration configuration (optional).
• The Field section will determine how you will identify your newly created Block. In our example we’ve named ours Closing – Example.

When you are finished, click Save to save your block, then click Save to save the configuration of your Section.

Part 3: Assembling your Script

Now that we’ve got our Blocks and Sections configured, it’s time to put it all together! Back on the Script Workflow page, you’ll see a red alert icon on your Greeting Section as well as any newly created Sections you’ve placed down.

To connect the Section(s) with your Greeting, click on the empty circle on the Greeting Section, and drag it over to the empty circle of your Message Section, as shown below.

If you added multiple path options in your Greeting and created different Sections, you’ll need to link each Section up accordingly. When you are finished linking up your Sections, click Save.

Part 4: Previewing and Testing

It’s time to see our work in action and test to make sure everything works correctly. If you’re on the Script Workflow page, click the Preview button in the upper right-hand corner. Clicking Preview will open your script in a new window and show you the operator view of your script. You can use this operator view to send a test message by filling out the fields, then clicking Save the Call.

Once your test message has been saved, you can view the message from your Call Log, as shown below. From the Call Details page, you can add Notes, check the caller’s History, and even see a Timeline of the call including where the message was sent after the call was saved.

Congratulations on learning how to build a simple script! Building Blocks and Sections is as easy as 1, 2 ,3! If you’re still unsure, we recommend trying this out on a copy of your existing script or adding a brand new test script to try features out. If you want extra help, there are a number of resources on script building in our helpdesk you may want to review to learn more:

• Configuring Script Options
• Personalizing your SAS Script
• How to Build a Script with Logic Options
• Working with Page Breaks

We can’t wait to see what you build!

The post How to build a simple script and send a test message appeared first on Specialty Answering Service.

• What are Holidays
• How to Create a Holiday Set
• How to Apply a Holiday Set to your Business Hours
• How to Incorporate a Holiday Set to your Greeting
• How to Incorporate a Holiday Set to your Closing
• How to Change your Script Based on a Holiday

What are Holidays?

Holidays are days where our system considers your office closed. When associated with business hours, a holiday will override your normal scheduled business hours. For example, if you list Christmas, December 25th as a holiday, and if that holiday falls on a day where you would otherwise be open, let’s say a Tuesday, the operators will follow after hours protocols if they received calls on Tuesday instead of following your normal business hour protocols.

Where holidays are individual dates, a Holiday Set is a set of those individual dates. Think of a Holiday Set like a folder that contains all of your holidays. A Holiday Set is created, named, and populated with individual holidays, or off days. For example, you may create a 2022 Holiday Set for your Sales team, which would list all of the days your team has off that year (like December 25th, July 4, etc.). You may also create a separate holiday set for your Customer Service team, who doesn’t share the same holiday schedule as your Sales team. Once a Holiday Set is added and applied to your existing Business Hours set, the call script will automatically adjust based on the parameters you’ve set. Similar to your Closed Between hours within your Business Hours menu, your Holidays will follow your after-hours protocol.

Creating a Holiday Set

To get started, you will need to access your account Settings by clicking on either your user picture in the upper right-hand corner, or the Gear icon along the left-hand navigation panel. When you’re in your Settings, choose Holidays.

If you don’t have any Holidays yet in your portal, you’ll see a graphic on the screen that will look like the screen below. From this page, click the Add Holidays button and give your Holiday Set a name. We named ours Winter Holiday Extravaganza as we’ll be adding multiple holidays to this one set

Note that if you already have Holidays in your portal, you will not see this graphic. Instead, you’ll see a table of your active Holidays. To create a Holiday from this view, click the Add button in the upper right.

After you’ve named your set, click Add to begin adding the holiday(s) you’d like your business to observe. Once you click Add, you will see another Name field populate. Since you don’t have to create separate Holiday Sets for each holiday you’d like to observe, you can add all of your holidays under one set. In our example, we’ll be adding Christmas and New Years to our Winter Holiday Extravaganza Holiday Set.

When your holidays are added, you’ll need to select the date and time range you wish to apply your Holiday Hours to by filling out the From / To Dates and From / To Times to the right.

When you are finished, click Save.

Applying a Holiday Set to your Business Hours

Once you’ve created your Holiday Set, it’s time to apply it to your Business Hours Set. From within your Settings page, select Business Hours on the left-hand side.

On the next page, select the Business Hours you’d like to apply your newly created Holiday Set to. Then, under the Holidays drop down, select your Holiday Set.

When you are finished, click Save.

Adding a Holiday Set to your Greeting

Now that we have created your schedule and attached it to your Business Hours, we need to add this into your script. This first option will allow us to tell the callers that the office is closed without changing the overall flow of the script. Essentially, we will let callers know the office is closed, but we will still handle calls as normal.

In your Greeting block, under the Edit tab, choose Business and after hours greeting under the Greeting Type drop down. Then, from the Business Hours drop down, select the Business Hours Set you’ve applied your Holiday Set to.

Once you have selected the applicable Business Hours Set from the drop down, it’s time to fill out the operator text for both Business Hours and After Hours (remember, After Hours are determined by the Holiday Set you’ve configured and attached to your Business Hours Set).

When you are finished editing your Greeting block, click Save.

Adding a Holiday Set to your Closing

If you want agents to relay a different message during your observed holiday(s) upon closing the call, we’ll need to edit the Closing block(s) of your script.

In your Closing block, under the Edit tab, choose Business and after hours closing under the Closing Type drop down. Then, from the Business Hours drop down, select the Business Hours Set you’ve applied your Holiday Set to.

Once you have selected the applicable Business Hours Set from the drop down, it’s time to fill out the operator text for both Business Hours and After Hours (remember, After Hours are determined by the Holiday Set you’ve configured and attached to your Business Hours Set).

When you are finished editing your Closing block, click Save.

How to Change Your Script for the Holiday

In this section, we are going to show you how you can change the call handling in your script based on a holiday. For example, your script may have agents transferring calls normally throughout the week, but during the holidays you’d like agents just to take a message. To have your script change for a temporary period of time and then return back to normal, we’ll need to add a Workflow (Date Time) Block into your script.

From your Script Workflow page, click New Script Section and drag it out onto the builder. Then, in your New Section box, click Add Script Blocks.

In the pop-up window, click Add new script block. Then choose Workflow (Date Time) from the drop down list.

In the Workflow (Date Time) script block, you’ll need to set the days and/or times you’d like to observe as holidays. You can do this in two different ways:

• Choose a Business Hours Set: If you’ve already created a Holiday Set and applied it to your Business Hours Set, choosing your Business Hours from the drop down will be the easiest option. If you choose this option, you can also click the Add separate paths for Holiday and Lunch checkbox, which will add two additional System Controlled Logic Options under the Logic tab

• Choose Specific Dates/Times or Dates and Times: If you haven’t already created a Holiday Set, you can add your specific Holidays right from this block instead. Choose from one of the 3 bulleted options as shown below, then fill in your Holidays accordingly!

Finish configuring your Workflow (Date Time) block by naming it under the Field tab. Then click Save. Once your script block has been saved, you’ll need to finish configuring your new script section. In this case we’ll just need to name it, then click Save.

Once your new block and section have been created, you’ll need to link up your new options to their respective paths. If you haven’t already created new sections for your temporary call handling, you’ll need to go back and do that, then finish linking up your sections.

If you don’t feel comfortable making changes to your script yourself, no worries! Feel free to submit update requests to our Customer Support team and they’ll be able to help!

Holidays in Review

Now that you can create your own Holiday schedule and even create your own Holiday Script Update, this will open up a whole new world of possibilities for you; pick up a new hobby, read that one book you keep putting off, or just catch up one some sleep! Just remember these three letters; S-A-S

• Select your Holiday
• Add your Holiday
• Save your Holiday

Happy holidays from your SAS family!

The post Feature Spotlight – Learn More About Setting Holidays appeared first on Specialty Answering Service.

In this Feature Spotlight we’ll discuss:

• What is an Agent Alert
• When to use Agent Alerts
• When not to use Agent Alerts
• Creating Agent Alerts
• Disabling Agent Alerts
• Having Operators create Agent Alerts

What is an Agent Alert?

An Agent Alert is a way for you to communicate an update with our operators in real time. Located within your SAS Flex Portal, you can access this feature by clicking on the megaphone icon on the left navigation panel. Agent Alerts give you the ability to add temporary notes, updates, or instructions for the operators handling your calls. If an alert is active, it’s shown to the agent when they open your script as a banner at the top of the screen. As the agents page through your script, this banner stays fixed at the top of their screen.

Below we’ll look at some ways to use Agent Alerts and how to configure them accordingly.

When TO USE Agent Alerts

Agent Alerts are best used if you are unable to get in contact with our Customer Support Team and need to make an immediate temporary update. Here are some examples of when to use Agent Alerts:

Tell us about office closures due to inclement weather

• Example: The office will be closed today 12/7/21 due to the snow. Normal business hours will resume tomorrow 12/8/21.
• Example: Due to hurricane damage, the office will be closed until further notice. Employees will be working remotely and can still be contacted as normal.

Tell us about office closures due to power outages

• Example: The office is currently experiencing a power outage. There may be a slight delay in call back time.
• Example: The office will be opening late today 12/13/21  due to intermittent power outages.

Tell us about office temporary updates to business hours

• Example: The office will be closing early today 12/22/21 at 3 PM for a company holiday party.
• Example: Due to a company wide training seminar, the office will be closed today 12/15/21 from 11 AM to 2 PM.

Let us know if you’re running late

• Example: Dr. Berry is running late this morning and will be in as soon as possible.
• Example: The office will be opening at 8:30 this morning instead of 8 as the office manager is stuck in traffic.

When NOT TO USE Agent Alerts

Agent Alerts are a great way to communicate temporary updates to the agents at SAS. However, since they are just alerts, they shouldn’t be used when changes to your call handling protocol are needed. Here are some examples of when you should NOT use Agent Alerts:

Don’t tell us to update the number(s) we are transferring calls to

• Example: Please transfer all calls for Martha Rodgers to (610) 225-0440.
• Example: If someone is requesting to speak to the owner of the company, transfer those calls to the main business number located in our FAQs.

Don’t tell us to change the information we’re gathering from callers

• Example: Agent, please gather email addresses on every call.
• Example: For New Clients, please fill out the New Intake form on our website.

Don’t have us change Reach On-Call schedules

• Example: Dr. Smith is no longer on-call. Please reach out to Dr. Jones until further notice.
• Example: For urgent messages addressed to Dr. Jackson, please reach out to her assistant, Patricia, instead.

Don’t have us change who we are sending messages to

• Example: Send all urgent messages to (484) 337-9001.
• Example: While the office is closed, please email messages to abcplumbing@gmail.com.

Don’t have us change the information we’re sending in messages

• Example: Please include the caller’s address in our text messages.
• Example: For existing clients, please email us their account number.

As most agent decision making is programmed into your script, like what number to use for transfers or what email address to send message notification to, any Agent Alerts that require a change to the scripted instructions won’t work and will require a script change. For example, in the above, if New Customer calls need to be handled differently than Existing Customer calls, the script itself needs to be updated to reflect the changes. Agents aren’t able to follow a different protocol than what is currently scripted.

To make changes to your script or on-call schedule, check out our Help Desk for tutorials and walkthroughs on how to update your script.

How to set an agent alert

Creating Agent Alerts is super easy with SAS Flex! From within your portal, click on the megaphone icon on the left-hand navigation panel.

If you don’t have any agent alerts yet in your portal, you’ll see a graphic on the screen that will look like the image below. From this page, click the Add Agent Alert button.

Note that if you already have agent alerts in your portal, you will no longer see the above. You’ll see a table of your active and/or expired agent alerts. To create an alert from this view, click the Add button in the upper right.

Once you’ve hit Add, either from the table or below the image, you’ll see a pop-up window. In the pop-up window, you’ll see a few options to be filled:

• Status: This is the status of your Alert. If an Alert is Enabled, it will be visible to agents in your script. If an Alert is Disabled, agents will not be able to see it.
• Script: This is how you can attach an Alert to your script. If you have more than one script, you can choose to attach the alert to a specific script, or you can choose All Scripts so the Alert is attached to all of your scripts.
• Expiration Date: This is the date you want the Alert to expire.
• Expiration Time: This is the time you want the Alert to expire.
• Timezone: This is the Timezone that your business is located in, and should be set accordingly to correspond with your Expiration Time.
• Alert: This is the alert, or the message, you’d like like the agents to relay to your callers.

Once the alert is created, agents will see it up until the expiration date and time you’ve set. After that, the agents will no longer see the alert.

How to disable agent alerts

Agent alerts will be shown to operators up until the time they expire. If your status changes before that time, you can also disable or delete the alert. To disable or delete an alert, click on the 3-dot menu icon adjacent to the alert and choose one of the 3 options.

Clicking either Disable or Delete will remove the alert from the agents view. Disabling the alert will change the status to Disabled and it will still be visible in the table for you to activate it later. Deleting will remove the alert from the portal. Once it’s deleted, it’s gone.

If you plan on using the alert later, we recommend changing it’s status to disabled instead of deleting it.

Can Operators create an Agent Alert for me?

While you can add your own Agent Alerts from within your portal, you may not have immediate access to a computer. In those cases, you can dial your SAS Forwarding Number and request that the agent add the alert for you. However, keep in mind that any time you call your own forwarding number, that usage is billable.

Here are some other cool things your agents can assist you with:

• Submitting Script Changes: While agents aren’t able to make changes to your script themselves, they can submit requests through the Script Changes option within the Script Settings. Once script changes are submitted, a new ticket will be sent to our Customer Support team to take care of the requested updates.
• Updating Message Delivery: If members of your team aren’t getting the messages they need, agents can update message delivery on your behalf. While they are unable to add or remove Profiles from your account, they are able to change which Profiles are receiving messages, and how (SMS or Email). If you need to add or remove a specific number or email, they can assist with that as well.

The post Feature Spotlight – Learn More About Agent Alerts appeared first on Specialty Answering Service.

Katz has over 50 patents, but spends most of his time making money through lawsuits. In fact, he is currently earning between 1 and 2 billion off of various patents and lawsuits. Essentially, if a company is using technology that he created and is not paying licensing fees, chances are they will feel the wrath of Katz and suffer the due consequences (aka, they’re gonna get sued). For more information on Ronald A. Katz, his inventions, and how to protect yourself against him, continue reading our infographic.

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<pre><em>Image originally posted on <a href=”https://www.specialtyansweringservice.net/who-is-ronald-a-katz-infographic/”>The SAS Blog</a></em>
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Who is Ronald A. Katz?

Born in 1936, Katz invented many of the call center technologies used today such as:

• Toll free numbers
• VR systems
• Call distribution
• Computer telephone integration
• Speech recognition

But he wasn’t just an inventor! He also:

• Partnered with American Express to provide call processing services
• Founded Telecredit, Inc., which helps merchants verify consumer checks over the phone
• Founded Ronald A. Katz Technology Licensing LP (RAKTL) which owns all of Katz’s patents

Katz’s Patents

• He began licensing his patents to call centers and by 2001 he collected more than $300 million in licensing fees. By 2005 he had earned $750 million in licensing fees.
• Did you know that most of Katz’s patents expired in 2009?
• Katz currently has over 50 patents
• Katz spends most of his time making money through patent lawsuits
• Licensing negotiations and lawsuits both revolve around “Katz minutes”
• Katz protects his patents by filing lawsuits against companies who use his technology without paying licensing fees.
• Katz is currently earning between 1 and 2 billion off his patents/lawsuits, based on the number of minutes the technology was used by the defendent
• All of Katz’s patents and claims involved this technology: Toll free numbers, Automated attendants, Automatic call distribution, Voice response unit, Computer telephonic integration, Speech recognition

Defenses Against Katz

You got sued by Katz. Now what? Here are some negotiation strategies:

• Pay the demanded fees
• Go to court
• Conduct telecom analysis of actual “Katz minute” usage

The most common defenses against Katz lawsuits are:

• Invalidity
• Non-infringement
• Indemnification

Katz’s Famous Lawsuits

Katz filed over 100 lawsuits in federal district courts against come big named companies like:

• United Airlines
• Wal-Mart
• Target
• Microsoft
• AT&T

What Can we Learn From Katz?

• Vulnerable companies must identify risks early on
• Always form strong response strategies for defense
• Stay away from unstable patents
• Pay licensing fees!

The post Who Is Ronald A. Katz infographic. appeared first on Specialty Answering Service.

SIP not only allows every day individuals to stream the latest episode of Game of Thrones on the subway, but it also allows busy entrepreneurs to video chat with potential business partners and clients seamlessly, with little to no lag. To make SIP much easier to understand, we’ve created the infographic below.

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<pre><em>Image originally posted on <a href=”https://www.specialtyansweringservice.net/learn-about-session-internet-protocol-sip-infographic/”>The SAS Blog</a></em>
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What is Session Internet Protocol?

Session Internet Protocol (SIP) is the signaling protocol that controls the exchange of data. Through the sending of signals, sessions for video chats, conferences, and interactive gaming are established. SIP is the preferred protocol for video sessions because it provides the technology to initiate, modify and terminate sessions between one or multiple users. Initially, the only information that could be transmitted over different computer networks was text based.

SIP’s main purposes are to:

• Make the internet work efficiently and enable transmission of complex interactions
• Make the transmission of video fast and convenient
• Enable smooth viewing of video chat, video conference, and voicemails
• Makes gaming, song listening, and video watching accessible for everyone

Importance of SIP

• It made it possible for video and voice data to be transmitted over the internet
• It made it possible to connect two different networks. Before SIP, your network was shy and would never talk to anyone!
• Skype and iChat would not be possible without SIP

Learn About the Technology Behind SIP

How does SIP work to provide you with video chats and voice exchanges?

• Information is sent through the use of signals between different networks
• For transactions to be carried out, an IP address from the source to the target is connected
• SIP only requires a very small amount of bandwidth to transmit huge amounts of data
• SIP is also responsible for the exchange of info over instant message like AOL

SIP requires a server and needs to connect to a through server to complete data exchanges. The 3 servers required by SIP are:

• A Proxy Server: Offers secure behavior, reliability and vigorous connections. It also acts like a User Agent Clients, sending requests to the clients to make or break calls.
• A Registrar Server: Logical servers which are usually located with proxy servers. The purpose of registrar servers is to accept “REGISTER” requests
• A Redirect Server: A User Agent Server that generates responses for the requests it receives. It enables proxy servers to present and direct SIP session invitations to external domains (URL’s)

A User Agent can be used in place of a server by:

• Receives and sends signals across the networks to coordinate sessions
• It’s job is to accept/receive requests and then responds to them as well as sending requests for establishing calls.

The post Learn about session internet protocol (SIP) infographic. appeared first on Specialty Answering Service.

What is Computer Telephony Integration?

CTI is the exchange of commands and messages between computers and telephone equipment. The ultimate goal of CTI is efficient handling of incoming and outgoing telephone calls. CTI bridges the telecommunications and computer industries, and introduces new, integrated applications such as:

• Automated call management and routing
• Unified messaging
• Database interaction
• Videoconferencing

CTI can turn a desktop computer into a powerful communications tool that can combine sight, sound, text, animation, video and graphics. CTI helps improve customer service and employee productivity and will eventually evolve to be a building block in the overall IT and network architecture of enterprises across many industries.

Use in Contact Centers

First generation CTI applications focused on “screen pops”, bringing up Customer Relationship Management (CRM) data, based on the number from which the call originated. Second generation CTI applications focus on the following areas:

• Creating better ways to collect, store and interpret caller data
• Enriching interactions between Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) systems
• Improving call routing

How it works

CTI involved a connection between a computer and a telephone switch. When a call center receives a call, it carries some form of identification – either ANI (automatic number identification) or CLID (calling line ID). The switch interprets this data and sends it to a computer that looks up the information in a database and provides instructions to the switch as to where the call should be routed.

Simultaneously, the customer’s database record is routed to the agent’s desktop. Routing can be either skills-based or productivity-based, and is done through an ACD system. There are two ways to enable CTI within a CRM environment – CTI Adapters and Open CTI

• CTI Adapters: A CTI Adapter is a middleware software that runs on the agent’s desktop and acts as an intermediary between the telephone equipment and the CRM software.
• Open CTI: Open CTI is a framework introduced by Salesforce.com. It allows companies to embed third party web apps directly into Salesforce.

CTI’s Practical Applications

• Screen Pops: The change in the computer display that occurs simultaneously with the arrival of a new call.
• Contact Management: Dialing directly from the contact record is possible, as are screen pops of the appropriate record based on incoming caller ID.
• Screen-Based Telephony: Also called softphone; the process of using the PC keyboard and mouse to answer, transfer, conference, and manage telephone calls.
• Auto Dialers: Electronic device or software that automatically dials telephone numbers
• Simultaneous Voice-Data (SVD): Sharing computer screens, Windows applications, and whiteboards while conducting a voice conversation.
• Interactive Voice Response (IVR): Gives callers specific information based on the unique details the callers enter (usually via touch-tone dialing)

Benefits of CTI for Contact Centers

The job of a CTI system is to improve the process of handling incoming and outgoing calls in terms of both speed and efficiency. The main benefits include:

• Productivity Enhancement: Less time gathering customer information reduces call time. Dialing, answering, transferring and placing calls on hold can all be managed on-screen for increased productivity.
• Better Customer Service: Agents can address callers by name and have all their details in front of them before the call is connected, thus increasing customer service levels.
• Cost Reduction: Integrating standalone hardware and software is an important element of achieving maximum benefit from CTI, and greater efficiency enhances cost-effectiveness.

As strong technologies evolve, the future of CTI in enterprise will continue to grow!

Copy the code below to use this infographic:

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<pre><em>Image originally posted on <a href=”https://www.specialtyansweringservice.net/infographic-explaining-computer-telephony-integration-cti/”>The SAS Blog</a></em>
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The post Learn about Computer Telephony Integration (CTI) appeared first on Specialty Answering Service.

By now, you’ve probably realized that speech analytics software has been a critical element of most of the customer service calls you’ve made over the years. At the contact center level, this data mining analyzes callers’ needs and identifies operational issues, which in turn creates increased fluidity of the customer support experience. And better calls lead to increased customer retention! What’s not to love?

Copy the code below to use this infographic on your own website:

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<pre><em>Image originally posted on <a href=”https://www.specialtyansweringservice.net/call-center-speech-analytics-infographic/”>The SAS Blog</a></em>
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