What is Computer Telephony Integration (CTI)

Computer telephony integration (CTI) is a way to control the functionalities of the phone system with the computer, which means that all telephone calls which go through the telephone system can be handled on your PC desktop. As a result, contact can be carried out via a central location which is usually a CRM

Computer telephony integration simply send the data from the phone directly to the desktop/CRM.


Who uses computer telephony integration (CTI)?

CTI is used to make communication easier, because all the communication can be done from one user interface which usually is a CRM. When a company has a lot of calls a computer telephony integration helps the communication infrastructure and provides management with a method of tracking/logging all activities from their CRM system


Why make uses of computer telephony integration

THERE ARE A FEW REASONS WHY CTI WILL HELP YOUR ORGANISATION BIG TIME.

1. Time. All information of the customers is available on one screen. Your client calls, the computer telephony integration recognizes the telephone number, so the helpdesk agent knows which clients calls and automatically all the information of that client, that is known in other systems like, CRM, financial and ERP systems, will pop up in the central display. Which makes that helpdesk agent is able to help the client much quicker.


2. Customer experience. It’s not only time that makes a huge difference by using CTI for your company. Nowadays it’s important that the customer likes your company and the way you threat them. Companies are rated by customers every day and one single mistake of the helpdesk can have bad influence on the image of the company. This counts also the other way around, if a customer will be helped perfectly, with his or her question, this will have a positive influence for your company. By using computer telephony integration your staff can help the customer quick and accurate which leads to a positive image of the company and a great customer experience.


3. Lower costs. Less time for helping a customer means less FTEs. Productivity goes up and costs go down.

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