What improvement is expected in the contact center's performance after deploying a CTI solution?

The deployment of a Computer Telephony Integration (CTI) solution in a contact center primarily enhances the customer experience and operational efficiency, significantly impacting the first call resolution metric. This is because CTI solutions integrate phone systems with customer service applications, allowing agents to access customer information and history instantly.

When agents have immediate access to relevant data, they can address customer inquiries and issues more efficiently during the first interaction. This reduces the need for customers to call back for additional information or clarification, leading to a higher rate of first call resolution. Achieving a successful resolution on the first contact is essential for improving overall customer satisfaction and loyalty, as it minimizes frustration and enhances the user's experience.

While the other metrics like average days to close, average handle time, and abandon rate are important for evaluating a contact center's performance, the most direct impact of a CTI solution is on first call resolution due to the immediate access to critical information and the streamlined communication process it facilitates.