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Aditya Cakrawidya
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Manager Digital Service of Retail Customer Care

What is CTI and Why Should Call Centre Invest in CTI - Cheena Shekhawat - Blog

What is CTI and Why Should Call Centre Invest in CTI

Computer Telephony Integration (CTI) means coordinating a computer with a telephone system, and using the computer to perform the call control functions usually associated with a PBX. CTI is where these seamlessly separate systems interact in order to streamline your company’s communications. 

Computer telephony integration might sound complicated, but it takes only a few minutes to integrate it with your company’s phone system. This technology enables the agent to make and receive tones of calls without touching an actual telephone.
Using CTI, agents can view detailed information like name, address, mobile number, locations etc., about the caller through automated screen pop-ups. Having this information, the agent can communicate professionally with customers. In addition to distributing calls, call centres and organisations also wanted to improve the efficiency of call centre agents by matching incoming phone calls with relevant information stored in their customer databases. CTI allowed data collected by the phone systems, such as the caller ID or automatic number identification, to be used to query databases – such as the CRM – and populate that data on the screen of the customer services team. 
Computer Telephony Integration also permits integration with other technologies like Automatic Number Identification (ANI), Voice Conferencing, and Interactive Voice Response (IVR).
Through CTI call center technology you can make your communication seamless and efficient. As a result, the average duration of your calls is considerably reduced. Automated call backs can also be scheduled for inbound calls. Both these facilities means that you save money per call and hire lesser staff members to run your call center effectively.
CTI system allows you to identify specific instances during their customer interactions that they could have performed better. In such a way you can provide specific training for agents and follow-up with quality feedback. This helps enhance the performance of the overall customer support team.
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Publish Date: March 17, 2020 2:01 AM



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