Computer Telephony Integration (CTI) is a technology that permits interactions between a telephone system and a computer. CTI is a key part of modern solutions that improve customer service, productivity, and efficiency in the workplace. It enables computers to manage all telephone calls, which leads to more efficient handling of inbound and outbound calls, better call control, and improved customer service.
In a business setting, CTI is often used in call centers and customer service departments. It works by linking the business' telephone system with its computer network, allowing for advanced functions such as automatic call routing, call recording, and click-to-dial. This means that when a customer calls, the system can automatically route the call to the most suitable agent, display the customer's details on the agent's screen, and record the call for future reference.
CTI provides advanced features such as automatic call distribution, interactive voice response, auto dialing, call recording, and computer-controlled conversation.
CTI improves efficiency by reducing the time spent on manual dialing, call routing, and searching for customer information. It also allows for better call control and management.
Commonly used CTI software includes Cisco Finesse, Avaya One-X Agent, and Genesys PureConnect. These software solutions provide a range of features to manage and control telephone interactions.
CTI offers numerous benefits to businesses, including improved customer service, increased productivity, and enhanced efficiency. It also allows for better call management, improved call routing, and faster response times.
In conclusion, CTI is a vital technology for any business that relies heavily on telephone communication. It not only improves efficiency and productivity, but also enhances the quality of customer service.