What is CTI?
CTI (short for Computer telephony integration) is a term that refers to the technique of integrating telephones with computers. It allows computer and telephone systems to interact with each other. CTI is often used in Call / Contact Center switchboards to handle a large number of calls based on the management and coordination capabilities of the computer.
Main functions of CTI.
Intelligent call routing.
This function is enabled when CTI combined with ACD (automatic call distribution system) and IVR (automatic interactive response system) is the optimal combination to handle a large number of calls at the same time.
Verify caller information.
With the Pop-up screen, the centers Call Center / Contact Center Easily view contact information based on pre-stored data and display on the computer screen (demographic information, behavior, interests, interaction history, etc.). This function allows the operator to provide more professional advice when knowing the name, characteristics and needs of the caller.
Call without phone.
With CTI, calling without a phone is not a problem. Operators can make calls with just 1 click with full features: answer, hang up, transfer, hold, mute, record, etc. on the computer screen.
Auto Dialing.
Auto dialing helps Call Agents to use automatic speed dialing methods, click to make calls easily without having to do it manually. This function allows Call Agents to make more calls to customers, helping to optimize work efficiency.
Applications of CTI
- Use in the system Call Center and Contact Center of customer care centers.
- Marketing research & Survey
- Telesales.
- Telemarketing.
- Event notification, debt reminder.
- Place orders and track order status.
- Customer relationship management (CRM) and storage.
CTI helps businesses
- Save time and money.
- Improve quality, customer interaction performance and product sales.
- Manage the team and switchboard system closely and professionally.
- Increase revenue and profits.
Are all CTIs the same?
Absolutely not, each Contact Center & Call Center business unit has its own CTI. And its optimization ability depends on the human, technological and financial capacity that the business owns.
