Computer Telephony Integrations (CTI): What it is & Key Benefits
Computer Telephony Integrations (CTI) refer to technology that combines business phone systems with computers to streamline workflows and enhance calling features. CTI allows businesses to manage calls through desktop softphones, unifies communication channels, and offers features like screen pop for efficient customer interactions. The benefits of CTI include increased productivity, higher customer satisfaction levels, and better call flow control.
Computer Telephony Integrations (CTI): What it is & Key Benefits
Topics
- Computer telephony integration
- Benefits of CTI
- CTI features
Video summary
In this video, we discuss computer telephony integration (CTI), which refers to the technology that interlinks your business phone system and computer to provide a more streamlined workflow and advanced calling features. CTI acts as a bridge between existing business applications and the office telephone, allowing you to manage business calls via the desktop computer. It also unifies communication channels like SMS texting and instant chat messaging with a single interface. CTI offers benefits such as increased productivity through features like call authentication and automated outbound dialers, higher customer satisfaction levels through IVR menus and access to call analytics, and better call flow control through call routing and remote call forwarding. Subscribe for more information on CTI and top providers.
Video transcript
hey everyone today we're talking about
computer technology integrations or cti
for short
we'll cover what ctis are how they
benefit your business
and introduce you to some of the most
important cti features
let's get right to it
computer telephony integration refers to
any type of technology that interlinks
your business phone system and your
computer to provide a more streamlined
workflow and advanced calling features
think of cti as a bridge between your
existing business applications for
example your call center solution or crm
software and your office telephone it's
important to note here that cti doesn't
actually require you to have a
traditional landline or hard phone in
addition to a standard desk phone cti
makes it possible for you to manage
business calls via the desktop computer
soft phone cti also unifies additional
communication channels like sms texting
instant chat messaging virtual faxing
and more with a single interface
in short
cti turns an agent's computer into a
centralized communication hub though
contact centers and customer service
departments get the most out of cti
any business without enough agents to
manage a high call volume will enjoy the
following cti benefits
number one increased productivity
cti features like call authentication
call screening and automated outbound
dialers do a lot to optimize agent
productivity
however nothing compares the efficiency
of cti screen pop feature when an
existing customer or prospect connects
to a sales agent all relevant customer
data stored in the crm system
automatically pops up on the agent's
screen this means agents no longer have
to lose valuable time searching for
customer information like past orders
shipment updates interaction history and
notes from other agents number two
higher customer satisfaction levels cti
powered ivr or interactive voice
response menus allow for a higher level
of customer self service ensuring
callers get the information they need
quickly without waiting on hold and on
their own schedules
in some cases ivr even eliminates the
need for a live agent to speak to a
caller altogether
meaning your agents are free to handle
serious issues or make more outbound
sales calls
cti also boosts customer satisfaction
through access to live and historical
call analytics kpis like average call
duration average hold times
first call resolution rates and more let
you know what needs to be improved
call monitoring recording and
transcription provide more accurate and
detailed insight into the current
customer experience recurring customer
issues and the effectiveness of agent
training materials
plus by making color data readily
available ctis offer more personalized
customer experience that makes every
client feel valued number three better
call flow control cti features like call
routing customizable ring groups and
remote call forwarding optimize the call
flow process and evens out workloads to
prevent agent burnout other cti features
like call cueing automatic call
distribution and even third-party
software integrations make it much
easier to manage call volumes without
sacrificing support quality if you
enjoyed this video subscribe by hitting
notification bell below to keep up with
our journey to simplify the voip world
and for more information on computer
telephony integrations and top cti
providers check out our full article on
the topic in the description below as
well until next time this is nate from
get voip
[Music]
you
Dig Deeper
Computer Telephony Integration (CTI): Boosting Business Efficiency
In today's fast-paced business environment, efficient communication plays a critical role in the success of any organization. Computer Telephony Integration (CTI) serves as a bridge between your business phone system and your computer, offering a streamlined workflow and advanced calling features.
CTI allows you to manage business calls via your desktop computer, turning it into a centralized communication hub. It unifies various communication channels like SMS texting, instant chat messaging, and virtual faxing, providing convenience and efficiency through a single interface.
One of the significant benefits of CTI is increased productivity. Features like call authentication, call screening, and automated outbound dialers optimize agent productivity. The screen pop feature automatically displays relevant customer information from the CRM system when an existing customer or prospect connects to a sales agent. This eliminates the need for agents to spend precious time searching for customer data, enhancing their efficiency and enabling them to provide a personalized customer experience.
Higher customer satisfaction levels are also achieved through CTI-powered Interactive Voice Response (IVR) menus. IVR allows for a higher level of customer self-service, ensuring callers get the information they need quickly. In some cases, it completely eliminates the need for a live agent, enabling agents to focus on critical issues or make outbound sales calls.
Additionally, CTI provides access to live and historical call analytics, such as average call duration, average hold times, and first call resolution rates. These metrics help identify areas for improvement and optimize the customer experience. Call monitoring, recording, and transcription further contribute to a better understanding of customer needs and the effectiveness of agent training materials.
Furthermore, CTI enhances call flow control. Features like call routing, customizable ring groups, and remote call forwarding optimize the call flow process and prevent agent burnout. Call cueing, automatic call distribution, and third-party software integrations facilitate effective call management, ensuring high-quality support even during peak call volumes.
Whether you are running a contact center or a customer service department, implementing CTI can greatly enhance your business efficiency, productivity, and customer satisfaction levels. By simplifying communication and providing valuable insights, CTI enables you to deliver a seamless and personalized customer experience.
To find out more about Computer Telephony Integrations and the top CTI providers, check out our full article on the topic in the description below. Stay tuned by hitting the notification bell to learn more about simplifying the VoIP world!
Until next time,
Nate from Get VoIP
20 Best VoIP phone systems and integrations
Various VoIP service providers offer different features and pricing options. Some recommended providers include Microsoft 365 Business Voice, Vonage Business, and Freshdesk Contact Center. Each provider has unique features and pricing plans to suit different business needs. Other options include MiCloud Connect, Ooma Office, Line2, Nextiva, GoToConnect, Grasshopper, ChaseData CCaaS, Cloudtalk, and Voip.ms. Businesses should consider their specific communication requirements and budget when selecting a VoIP service provider.
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