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Computer Telephony Integration

Take a more Data-Driven Approach to Customer Interactions

Computer Telephony Integration

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.

Benefits of CTI

  • Enterprises can integrate their resources with different business communication platforms to efficiently coordinate customer interactions.
  • CTI has the capabilities to provide enterprises with functionalities linking agent desktops to customer information database for screen pop‐ups. The functionality queues and route multimedia interactions successfully.
  • With CTI screen pops, enterprises increase productivity as implementing it reduces the normal call duration of every call.
  • CTI brings accuracy in the process of data entry.