CTI – Computer Telephony Integration
Getting your telecommunications to interact with your business systems
Computer telephony integration (CTI) can provide a number of benefits to your business, make you more efficient and automate regular tasks.
By linking your telephony systems to your business software applications you can streamline the capture of data, carry out validation checks before passing a call to a particular team, or automate the workflow for your call handling staff.
Key functions provided by CTI include:
- Pop Up – Identify the caller (using DNIS) and present the call handler with the customers CRM/Account record or a relevant screen within a software application.
- Data Collection – Remove the need for certain functions to require a call handler. Allow the caller to enter information using their keypad (great for questionnaires or customer surveys)
- Validation Checks – To collect data from the caller using their keypad before the call is passed to a handler, presenting them with a pre verified call.
- Automate Dialling – For rapid outbound calls, CTI can dial and cue a call ready for the next available call handler. Increases output on telesales or telemarketing team.
Any combination of these functions can greatly improve the efficiency of your call handling operations and enhance customer service. Making sure that the call is routed to the correct team and a returning customer is identified as such can make a real difference to them and your business.
To find out how you can integrate your telephony solutions and business systems, contact us today.
