CTI

There are many ways your Contact Center can benefit by utilizing CTI system features.  CTI simply stands for computer-telephony integration.  This consolidation allows your company to integrate telecom and business data in real time.  This will decrease call handling time in your contact center, improve service and productivity, and can reduce costs.   

Decrease Call Handling Time

CTI applications include the ability to authenticate callers by screening the telephone number against your company’s database before directing the call.  The call is directed to the right place the first time.This allows your business to provide customer-specific service, and for new caller’s to be directed to a “cold call” group.  Other methods of screening the calls can be done by voice-recognition, or by an interactive voice response or IVR. 

If you are a small company looking to create or expand your call center, it’s important that you consider all the options that will enable you to turn the call center into a department that efficiently uses time and resources. One way to do this is by using cutting-edge CTI technology.

CTI stands for computer-telephony integration. This means that the computer can be utilized for a number of things, including managing your call center’s telephone calls. One function of this technology helps direct your telephone calls to right department. CTI systems use your personal computer to manage the phone calls in many ways depending on the type of call center you have.

Inbound, Outbound or Blended