Computer Telephony Integration (CTI) software for contact centers
Use data to drive more successful and informed customer interactions.
What is CTI software?
Computer telephony integration, or CTI software, empowers the modern worker to use their computer CRM system, like Salesforce, to interact with the company’s contact center phone system for centralized control over all call-related tasks. This cloud contact center feature is particularly beneficial for inbound call centers, providing your workforce with an intuitive dashboard interface that serves as a central hub for all office communications on their desktop or laptop. Contact center managers can also monitor their teams and allocate resources more effectively, leading to better data-driven decision-making that encourages collaboration and cost savings.
How does a CTI work?
Through computer telephony integration (CTI) technology, your cloud contact center software can enable a host of features that can help your workforce improve productivity and efficiency through a unified dashboard. These advanced calling capabilities make your agents’ jobs easier while providing excellent customer experiences and improving workforce management.
Common functions of CTI include:
CTI allows your workforce to use their computers as telephones for inbound and outbound calls, which allows them to answer incoming calls, dial outbound calls, put callers on hold, and terminate calls, as well as handle digital interactions.
CTI software can identify incoming calls and messages and determine if the contact already exists, as well as show the agent any open tickets or cases.
CTIs can synchronize data such as interaction logs, notes, and summaries with your contact center software to provide a complete picture of the customer journey.
CTIs can streamline outreach to customers by allowing the agent to simply click on the customer’s phone number in the CRM rather than entering it manually.
What are the benefits of CTI software for contact centers?
Eliminate app switching with a single interface
Boost performance with an immersive agent experience that unifies customer and service intelligence. Integrate all channels, including SMS, live chat, and more to enable your business to expand without requiring resources to maintain a costly infrastructure.
Build meaningful relationships and close new deals
Present screen-pops with critical customer data, such as the case numbers and lead or contact records, from your CRM to agents so they may deliver a personalized, smarter experience. Authenticate customers by matching incoming contact information with data from your CRM, so they aren’t required to repeat personal information multiple times to verify their account.
Measure and monitor KPIs
Effectively monitor team performance through call transcripts, summaries, and recordings. Utilize real-time, historical reporting, and advanced analytics to modulate staff and resources to cultivate a more productive workforce.
Streamline your operations with integrations
When you integrate your business tools with your contact center, you improve agent efficiency and productivity. This, in turn, leads to better customer experience and satisfaction.
Integrations with popular CRMs like Salesforce provide a prebuilt CTI for agents to work completely within the CRM interface, eliminating the need to switch between screens. Agents can receive a screen pop of the customer’s information by matching their credentials (like phone numbers) to existing entries in the CRM database. This allows agents to instantly access customer information and history without having to ask the caller for the same information every time they make contact with the organization.
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