Computer Telephony Integration

Computer telephony integration refers to the use of computers for managing telephone calls. The term CTI was used mainly in the context of call centers where directing the calls to the right department was very crucial. However, the use of CTI has now spread to all types of organizations. CTI also describes the facility of your PC to initiate and manage phone calls. If your computer is CTI enabled, you will be able to dial the telephone, answer it as well as hang up, all from the PC.

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You can even dial from the list of addresses on your PC. CTI systems also enable users to interact with teleconferencing systems. A CTI system primarily works by connecting a host computer to a telephone switch like an ACD or a private branch exchange. The computer will then issue commands to the switch to distribute the calls to the agents.

A CTI application is used for the following functions:

To authenticate callers- the telephone numbers of callers can be screened against a database

To recognize a voice- this can be used either for authentication purposes or for the forwarding of messages

To provide interactive voice response to callers

To receive fax messages and route them to the proper fax machines

To initiate a smart agent application based on call input to provide help with the caller’s request

For making outgoing calls such as telemarketing, pre dial callers etc.

To match the number of a caller with a customer record and later display it for reference when the caller makes a call

To handle voice or video conferences

To collect and display pending live calls or messages that have been left by callers

The following are some of the benefits of using CTI technology:

Better customer service- CTI allows better routing of caller based business data. This allows a customer to be routed to the agent who is best equipped to complete the transaction.

Reduced Costs- Overall efficiency would naturally lead to saving of time and money

Increased Revenue

Having up-to-date and detailed information of customers means that the agents can engage in more personalized and involved interactions with customers.

Better Agent Productivity