CTI (Computer Telephony Integration) software in a call center is the What is a CTI?: Advantages of integrating telephony solution for increasing performance and effectiveness in call management . Integrations help improve or increase the hong kong telegram data number of features, making operators more productive and customers receiving better quality service.
Integrations into a virtual switchboard are now considered to be highly value-added elements in the operation of a call center. Therefore, with this new article, we want to explain how they work and their advantages, as well as the CTIs available for our contact center and virtual call center software.
What is a CTI and how does it work?
CTI, or Computer Telephony Integration, is the English term for Computer Telephony Integration. This application makes it possible to coordinate the functions of a telephone with those of a computer. This allows, in practice, to provide a single interface from which different aspects of business communications can be controlled.
Call center integrations combine a company’s various communication What is a CTI?: Advantages of integrating channels, information obtained from calls, and telegram data other interactions, including those from potential customers, into a single system.
In a control unit, a CTI can encompass numerous functions , and these can be activated manually or automatically, depending on the configuration. Let’s look at some of them:
- Caller ID: providing data such as the customer’s name, phone number, etc.
- Autodialing : to make calls without the operator having to enter the number and reduce the time it takes to switch between calls.
- Call Transfer: To send a call from one operator to another, including important data collected during the first call.
- Call Routing: This is an advanced feature that enables intelligent distribution of workloads within the call center.
- Reports and reports: to monitor the effectiveness of operations and relevant management indicators.
- Integrations for process optimizations: to simplify call handling and unify management with other communication channels. This also provides insight into operator performance.