Computer Telephony Integration (CTI)

Key Features:

• Call Routing: Automatically directs incoming calls to the most appropriate agent or department.
• Screen Pop: Displays caller information on the agent's screen as soon as a call is connected, improving customer interactions.
• Call Control: Allows agents to manage calls (answer, transfer, hold, mute) directly from their computers without needing to touch the phone.

Benefits of CTI:

• Increased Efficiency: Reduces the time spent manually handling calls and looking up information, allowing agents to focus on the customer experience.
• Improved Customer Service: With instant access to customer data, agents can personalize interactions and resolve issues faster.
• Cost Savings: Automating call management and integrating communication systems can lead to reduced operational costs.

Popular Applications:

• Call Centers: Widely used for managing high volumes of inbound and outbound calls.
• Help Desks: Streamlines communication between customers and support agents.
• Sales Departments: Helps track customer interactions and follow up on leads in real-time.

Other Terms: