CTI stands for Computer Telephony Integration. it is a type of technology that enables computer and telephone system to interact together. CTI is most commonly used by call centers handling a large number of incoming calls.
Call centers implementing CTI can use computers to manage all telephone calls, which in turn leads to increased efficiency and better results.
Recently, as communication methods have expanded, the casual definition of CTI has also expanded to include other non-telephony contact channels such as e-mail and Web chat. However, technically CTI refers only to telephony integration; rather the term integration of additional channels beyond simple telephony, including e-mail and Web chat is generally referred to as Multi-Channel Integration.
Why CTI Matters
Computer Telephony Integration can bring huge value to your business.
CTI helps companies:
In today’s oversaturated marketplace, companies can’t afford to fall behind. Having a CTI could give your organization the competitive advantage it needs to separate itself from the competition, while also utilizing internal resources more effectively.
Your employees will thank you for making their job easier, and in turn, your customers will be thanking you for offering a pleasant, results-driven experience.
The easiest way to manage your business processes is to let your business processes ‘talk’. Cloud Telephony helps you work towards building better user experience, using calls and SMS as the primary touchpoints for most processes.
At the same time, the ability to track these calls and messages also helps businesses measure the effectiveness of their campaigns and innovate consistently.
To understand how cloud telephony can power the growth of your business, please download our free, detailed ebook.
How can you leverage Computer Telephony Integration products?
Through live-call monitoring and call recording, you can track each conversation that takes place in your call center. This helps you get an idea of the quality of conversations your agents are engaging in. This helps you identify pitfalls in the interactions so you are able to provide the right assistance to your agents before their assist your customers.
Computer telephony integration providers allow you to mask your numbers to keep it hidden from or other parties that engage in the conversation. This helps you protect the identity of the parties and increase the privacy of your customers.
You can let customers track their package in real-time. This not only gives them the reassurance of timely delivery but also eliminates the need for them to call you continue to get know the status off your shipment.
Computer telephony integration system consists of APIs that allow you various features that help you enhance your customer interactions. For example, you can use API to make your greeting messages personalized for your customers. The integration is very easy and helps you get to know your customers better.
Through CTI software, your call centers are better equipped to handle larger call traffic without adding infrastructure or increase agents. With no set-up costs, you can easily interact with your customers as and when you want, hassle-free.
You can automatically disconnect incoming calls from your customer and run successful missed call marketing campaigns. This facility of computer telephony integration allows you to collect information regarding your customers, notification opt-ins/out, feedback, etc. You can also easily facilitate two-way communication with your customers, instead of continuously bombarding them with information, by making the process more interactive.
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Publish Date: September 24, 2019 12:18 PM