Computer telephony integration (CTI) is a technology that allows computers and telephones to coordinate and interact with each other, primarily for desktop-based interactions that make users more efficient in handling calls. CTI can be server-based features as well, such as automatic call routing.
By linking a call center’s phone systems to its business applications, CTI allows the enterprise software to have more control over call management, resulting in seamless, personalized service for customers. Agents no longer need a physical phone and can perform all phone functions on their computers using on-screen controls, like answering and disconnecting calls, transferring calls, placing callers on hold, and more.
A good CTI solution can improve your customer satisfaction levels and your team’s productivity. It provides a single interface for all communications devices, including phones, computers, cell phones, and fax machines, which allows them to communicate harmoniously with each other.
Benefits of Computer Telephony Integration (CTI)
- Improved efficiency for call center agents
- Increase in productivity for call center agents
- Seamless integration of phones and computers
- Improved customer satisfaction levels
- Enhanced call management capabilities
- Elimination of the need for physical phones
What is computer telephony integration (CTI)?
Computer telephony integration (CTI) is a technology that allows computers and telephones to coordinate and interact with each other. It is primarily used in call centers to improve productivity and efficiency for call center agents.
How does CTI benefit call center agents?
CTI benefits call center agents by improving their efficiency, increasing their productivity, and providing seamless integration of phones and computers. With CTI, agents no longer need a physical phone and can perform all phone functions on their computers.
What are the benefits of CTI for customers?
CTI improves customer satisfaction levels by allowing for seamless, personalized service. CTI provides enhanced call management capabilities, resulting in faster resolution times for customers.
Computer telephony integration (CTI) is a valuable technology for any business that handles a large volume of calls. It can improve your team’s productivity, provide seamless integration of phones and computers, and enhance the customer experience. Consider implementing a CTI solution for your business today.