{"id":6699,"date":"2020-09-12T11:32:21","date_gmt":"2020-09-12T04:32:21","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6699"},"modified":"2024-12-02T15:25:22","modified_gmt":"2024-12-02T08:25:22","slug":"what-is-cti","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-cti\/","title":{"rendered":"WHAT IS CTI? FUNCTIONS, APPLICATIONS AND BENEFITS."},"content":{"rendered":"<h2 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\">What is CTI?<\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\"><strong>CTI<\/strong> (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.).<\/span><\/p>\n<p>Example: When a customer calls the call center, the system automatically displays their information on the customer service representative's computer screen.<\/p>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/computer_telephony_integration_f0f70eebf7874119b16863f808968502.jpg\" alt=\"CTI\" \/><\/p>\n<h2>Main functions of CTI.<\/h2>\n<h3>Display caller information.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">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.).<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">This feature helps call center agents save time searching for customer information and grasp important details to interact with customers more effectively.<\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-19383 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/cti.jpg\" alt=\"cti\" width=\"1920\" height=\"1080\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/cti.jpg 1920w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/cti-300x169.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/cti-1024x576.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/cti-768x432.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/cti-1536x864.jpg 1536w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/cti-18x10.jpg 18w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<h3>Handling calls on the computer screen<\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">With CTI, calling without a phone is not an issue. Call center agents can make calls with a single click of the mouse.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">The computer interface has all the features: Answer, hold, transfer, call waiting, mute, record, enter ticket...<\/span><\/p>\n<h3>Intelligent call routing.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">This feature is activated when combined with <a href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-acd\/\"><span style=\"color: #ff6600;\">ACD<\/span><\/a> (automated call distribution system) and\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-ivr\/\">IVR<\/a><\/span> (automated interactive response system) to route a large number of simultaneous calls to the dedicated support department.<\/span><\/p>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/he-thong-cti_b5845dab172d41fa9c648eea7247ef89.png\" alt=\"CTI system operation\" \/><\/p>\n<h3>Auto Dialing.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\"><a href=\"https:\/\/bell24vietnam.vn\/en\/technology\/auto-call-application\/\"><span style=\"color: #ff6600;\">Auto dialing<\/span><\/a>\u00a0helps 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.<\/span><\/p>\n<h3>Recording and reporting<\/h3>\n<ul>\n<li>Record storage.<\/li>\n<li>View the dashboard and create performance reports directly on your computer.<\/li>\n<\/ul>\n<h2>CTI helps businesses<\/h2>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Save time and money.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Improve quality, customer interaction performance and product sales.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Manage the team and switchboard system closely and professionally.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Increase revenue and profits.<\/span><\/li>\n<\/ul>\n<blockquote><p><strong>See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/tinh-nang-call-center\/\">Call Center Features<\/a><\/span><\/p><\/blockquote>","protected":false},"excerpt":{"rendered":"<p>CTI la\u0300 gi\u0300? CTI (vi\u00ea\u0301t t\u0103\u0301t cu\u0309a computer telephony integration) la\u0300 m\u00f4\u0323t thu\u00e2\u0323t ng\u01b0\u0303 no\u0301i v\u00ea\u0300 ky\u0303 thu\u00e2\u0323t ti\u0301ch h\u01a1\u0323p [&hellip;]<\/p>","protected":false},"author":1,"featured_media":19383,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[55],"class_list":["post-6699","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc","tag-he-thong-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CTI LA\u0300 GI\u0300? 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