Voice and video
Contact centre and CTI
Contact centre tools and computer telephony integration, so every agent sees who is calling and their history before they answer.
The problem
Customers repeat themselves because the agent cannot see who they are, calls queue in the wrong place, and managers cannot tell how the team is performing.
What Odyssey provides
- Computer telephony integration that brings customer records up as calls arrive
- Call routing and queues that send each call to the right agent
- Handling for voice and other channels in one place
- Reporting on call volumes, waiting times and agent performance
- Mitel MiContact Center for multi-channel contact centres
- Contact centres in Microsoft Teams, with Microsoft Dynamics integration
Why trust Odyssey with this
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1987
Business telephony specialists since 1987
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In-house
All work completed by Odyssey employees, never subcontracted
Client story
Charles Clinkard
A phased refresh of Charles Clinkard's hosted Mitel system across stores, concessions and head office, with no unplanned downtime.
Read the story
Questions people ask
What is computer telephony integration?
CTI connects your phone system to your customer data, so when a call arrives the agent sees who is calling and their history on screen.
Can CTI work with the system we already use?
Usually, yes. We work with Mitel MiContact Center and with Microsoft Teams and Dynamics; tell us what you use and we will confirm.
Can we run our contact centre in Microsoft Teams?
Yes. We set up contact centres in Microsoft Teams, with Microsoft Dynamics integration, so agents work in the tool they already use.
Can agents handle more than phone calls?
Yes. Voice and other channels can be handled in one place, and Mitel MiContact Center supports full multi-channel contact centres.
What reporting do team leaders get?
Reports on call volumes, waiting times and agent performance. If you also need recordings, our call reporting and recording service adds them.
Talk to a human about contact centre and CTI
Call and we answer within three rings. Or tell us what you need and we will call you back at any time.