Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI) enables seamless integration between a computer or a software application and a telephone, enabling efficient handling of calls, data, and communication within a contact center or business environment.

CTI is critical in enhancing customer service, optimizing call center operations, improving agent productivity, and providing a seamless and personalized communication experience for both customers and agents.

Key Components and Features of CTI 

• Caller Identification: CTI can display caller information, including caller ID, history, preferences, and other relevant data, on the agent’s screen before they answer the call.
• Call Routing and Distribution: CTI systems route incoming calls based on predefined rules, routing criteria, or customer information to appropriate agents or departments, optimizing call handling and reducing wait times.
• Automated Call Handling: CTI can automate call actions, such as call forwarding, transfers, holds, and conferences, streamlining call management for agents.
• Screen Pop-ups: When a call is received, CTI can trigger screen pop-ups on the agent’s computer, displaying relevant customer information or scripts to assist in call handling.
• Click-to-Dial: Agents can initiate outbound calls directly from a computer application by clicking on a phone number, improving efficiency and reducing manual dialing errors.
• Integration with CRM Systems: CTI can integrate with customer relationship management (CRM) systems, allowing agents to access and update customer records during the call for a personalized customer experience.
• Call Logs and Notes: Agents can log call details, add notes, and record interactions within the CRM system through CTI integration, providing a comprehensive record of customer interactions.
• Real-time Reporting and Analytics: CTI systems offer real-time reporting and analytics, providing insights into call metrics, agent performance, call volume, and more for informed decision-making.
• Integration with Business Applications: CTI can integrate with various business applications, such as helpdesk software, appointment scheduling, or order processing systems, enhancing productivity and workflow efficiency.
• IVR Integration: Integration with interactive voice response (IVR) systems for automated call handling and routing based on customer input or preferences.
• Call Monitoring and Recording: Supervisors can monitor and record calls for quality assurance, training, or compliance purposes through CTI integration.