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Computer Telephony Integration (CTI) is the advanced technology that serves as the focal point of the working of modern call centers. It integrates the organization's computer and telephone systems and the facilitates effective applications to make every phone call, inbound and outbound. |
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| The Concept |
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Although the most widely-known CTI application is screen population or screen pop, CTI is also used by other call center applications including: |
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Quality Monitoring |
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E-mail Management |
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Predictive Dialing |
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CRM |
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The CTI software is a rich set of phone software library routines that enable the application programs to control the phone system. It helps increase employee productivity, enhance customer service and reduce costs by combining the capabilities of phone system with the custom functionality of Windows, Unix or Web applications. Data collected by the phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to the PC, Unix or Web applications through the phone software. |
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| Features of CTI Software |
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Launch PC/WEB applications - Specific PC, Unix or Web applications can be automatically launched using the telephony software based upon data provided by your phone system. |
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Caller Identification (Caller ID or ANI) - Information from the existing caller database appears on-screen when the telephone rings and remains on the screen during the call. |
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Called Number Identification (DNIS) - With each call, special campaign information can be displayed from the application based upon the number dialed by the caller. |
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Vital information collected by the phone system from the caller can be passed to the application. The computer telephony integration software manages this process and free agents to be more productive. |
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Any phone number can be pointed or clicked in the computer database or Soft phone. The telephone then dials the call - a must for maximizing the productivity of outbound telemarketing or call center service desks. |
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CTI software system allows generating real time reports and graphs. This important measuring system helps you observe and control the performance of call center and phone system with clear and meaningful displays. Graphs and charts of operational statistics let you measure the effectiveness of each user and campaign. Reports and graphs include both inbound and outbound statistics. |
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| Products of CTI Software |
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CTI Software
