Computer Telephony Integration (CTI) is a useful tool for agents handling customers and their information. CTI functionality makes screen pop‐ups with customer information available to agents prior to the call connection with the customer. The CRM lists all relevant fields to the agent so that the customer can be serviced in the fastest time possible. The workbench is highly robust and allows the user to transfer the call to another party, put the caller on hold, or dispose the call efficiently.
With the pre‐integrated database and CRM, you can maintain and manage multiple client relations in a more efficient manner. Screen pop‐ups allow agents to access customer information in real‐time, mapping into a GUI‐based interface through the database. CTI technology enables the agents to provide service faster, cross‐sell, and have qualitative interactions.