CTI is short for computer telephony integration, which can be any type of technology or solution that links a phone to a computer. The most common use of CTI is in customer service departments and call centers where it is used for call monitoring, routing, and automatic dialing functions. Learn more about CTI and its role in corporate communications here.
What Is CTI?
CTI is a technology that connects phones to computers; it is used to maximize the productivity of phone agents, simplify call management, and optimize the customer experience. Several communication tools can become functional across both computers and phones through CTI, including live chat and SMS texting.
A CTI can also be used without a landline phone. Instead, it can rely on a VoIP phone, which uses the internet to offer telephonic capabilities.
Key Features and Functions of CTI
Here are some of the most common features of a CTI:
- Automatic dialing: This feature enables agents to be more efficient in reaching out to more prospects, sending bulk announcements, or accepting more calls.
- Call routing: A CTI can route calls to available agents or the best-suited department to minimize customer wait time and optimize the customer experience.
- Notifications: Agents can receive screen pop-ups on their computers to view the contact information or call history of a caller.
- Advanced phone controls: Another common feature of CTI is the ability for agents to mute, transfer, or hold calls from their computers.
- Call monitoring: Managers can monitor live calls, record calls for training purposes, and evaluate agent performance using CTI.
Who Uses CTI?
CTI is most commonly used by companies that have phone systems designed to make or accept a large volume of phone calls. Sales departments, customer service departments, scheduling departments, and call center agents are the most common users of CTI solutions. The goal behind using CTI is to support these teams and create greater efficiencies when handling phone calls.
Benefits of Using CTI
- No need for telephony hardware: A CTI eliminates the need to have a traditional phone system, as an online phone system can be used.
- Integrations with other key business tools: Companies can use CTI to streamline operations by integrating CTI with CRM databases and other productivity tools.
- Caller authentication: Callers can be automatically authenticated using CTI so that when they reach the agent, no time is used up in authentication.
- Performance management and agent training opportunities: As CTI allows for call management and call recording, this software can be useful when training or retraining agents.
Best CTI Providers
These are some of the top CTI providers for businesses of varying sizes and industries:
Zendesk is a web-based CTI solution that offers a customization portal, integration with Salesforce and other CRM tools, along with several other useful features. It is also considered a top IT help desk or ticketing solution.
VoIP solutions help businesses manage communication workflows without bulky hardware. Learn about the Best VoIP Systems and Software here.