What is CTI?
CTI (abbreviation for computer telephony integration) is a term referring to the technology of integrating telephones with computers, allowing telephone system functions to be managed through computers (such as calling, answering, recording, displaying customer information, processing tickets, etc.).
Example: When a customer calls the call center, the system automatically displays their information on the customer service representative's computer screen.
Main functions of CTI.
Display caller information.
With the Pop-up screen, call center agents can easily view contact information based on data stored in the CRM (personal information, interaction history, etc.).
This feature helps call center agents save time searching for customer information and grasp important details to interact with customers more effectively.
Handling calls on the computer screen
With CTI, calling without a phone is not an issue. Call center agents can make calls with a single click of the mouse.
The computer interface has all the features: Answer, hold, transfer, call waiting, mute, record, enter ticket...
Intelligent call routing.
This feature is activated when combined with ACD (automated call distribution system) and IVR (automated interactive response system) to route a large number of simultaneous calls to the dedicated support department.
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.
Recording and reporting
- Record storage.
- View the dashboard and create performance reports directly on your computer.
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.
See also: Call Center Features
