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What is Computer Telephony Integration?

Computer Telephony Integration (CTI) is the process of linking the telephone systems of a call center to its business applications. As a result, the business software may have more control over call handling as well. While using computer telephony integration, agents don't need a physical phone since they can perform all phone duties on their computers using on-screen controls for telephony services. This process includes answering and terminating calls, placing callers on hold, transferring calls, and so on.

Being easy, CTI is the process of controlling a phone with a computer and vice-versa. Hence, it can be more effective to define desktop-based interaction for helping users. Additionally, the CTI process is primarily used in computerized services of call centers wherein representatives can initiate a call simply with the click of a mouse directly from a database.

What are the Key Functions of Computer Telephony Integration (CTI)?

Whether it is the micro-level of an agent or/and supervisor PCs, computer telephony integration (CTI) helps to improve the customer experience and make agents more efficient. Here are a few examples of CTI functions. So, let’s have a look at them!

1. Screen Popping:

CTI allows phone systems to connect with customer relationship management (CRM) software, resulting in screen pops. So, when an agent receives an incoming call, the system will immediately match the caller's contact information with the customer database. And, this database consists phone numbers or email addresses and presents the agent with a customer screen from the CRM application.

2. Monitoring of Calls:

Computer telephony integration (CTI) allows supervisors to listen in on live calls and provide assistance if necessary.

3. Automatic Record Creation:

Call records may be automatically added to a customer's CRM record due to interactions with CRM systems. Additionally, there are also links to call recordings.

CTI or computer telephony integration is important for providing a great customer experience by allowing agents to tailor interactions. Besides, it gives quick access to client data. It also boosts productivity by automating a variety of agent tasks. 

What are the Applications of Computer Telephony Integration (CTI)?

Well, here we summarize a list of a range of applications. So, let’s come to the points directly.

  • When the phone rings, the screen pops and can give agents relevant information about callers.

  • CTI can also confirm a call by matching the phone number to one in its database. Frequently, these prospect and customer numbers are maintained in a CRM platform like Salesforce.

  • CTI technology directs inbound calls to the proper agent. Besides, routing of calls based on a variety of factors, including the time of day, the agent's skills, and even the marketing push or sponsored search word that prompted the call.

  • CTIs can use CRM software like Salesforce to track and record calls.

  • It has the ability to handle call forwarding and transferring.

  • It can display a list of pending live calls in a queue.

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