Computer Telephony Integration CTI- Simple Guide

Good communication is always on the top when it comes to doing your business and staying one step ahead from the others. There are so many tools that are used for communication but one thing that stands out is computer telephone integration. CTI connects your phone and system with your computer so that you can make and receive calls, see quality details and also take notes. This article will explain what CTI is and how it works and why it is helpful. We will also look at how it worked with other tools like computer telephony integration salesforce and Cisco and answer the common question in simple and easy to understand way.

What Is Computer Telephony Integration Definition

CTI Computer telephony integration is when phone systems like regular phones VOIP our business phone setup are connected to computer systems. In simple words CTI lets your computer and phone work together. For example when a call comes into your computer and shows who is calling, opens their details and even helps you to answer or transfer the call using your screen there is no need to touch the phone.

With CTI everything becomes easier, calls can be answered, dial, or moved to other agents from the computer and customer info pops up instantly.

How Computer Telephony Integration Works

Understanding how CTI work will help you a lot and why this is such a powerful tool and how it is important, let’s have a look at the step to step breakdown so that you will understand better

Telephony Connector

Computer telephony integration system  must connect to phone systems like VOIP or additional points by using the special tools or connections called protocols or APIs this will allow the CTI system to receive signals like start of the call and then send commands to the calls.

Call Detection

When a call comes in the phone system sent a signal to computer telephony integration software saying something like incoming call from 0000000 so then the CTI system catches this and knows a call is happening.

Data Look Up And Screen Pop

The CTI system uses the caller phone number to search the CRM or customer database if it finds a match shows a a pop-up on the agent screen with callers name and information instantly.

Call Control From The Computer

Agent can control calls like answering holding transferring mute or hangup directly from their computer using a soft phone or a CTI app, there is no need to touch a physical phone.

Smart Call Routing

CTI work with system like ACT to route calls to the right agent based on things like the customers language issue types are importance.

Call Logging  And Reports

Every college is recording the system with details like the start time of the call duration manager can view dashboards they can also measure your performance and generator reports.

Click To Call And Outbound Dialing

CTI also helps with outgoing calls. Agents can click a phone number inside the CRM to call it instantly. Some systems even offer more power dialling and predictive dialling to speed up calling.

Advantages Of Computer Telephone Integration

Using CTI brings so many advantages for both businesses and their customers. Let's have a look at the benefits that CTI gives you.

Better Customer Experience

Agents instantly see who is calling in their details. This means that you have to wait less and answer your questions and get more helpful services.

More Productive Agents

The best thing is that the agents do not have to switch between apps or type notes. There is a feature like click to call an automatic logging. This will be more easy to handle and it also saves time and work faster.

It features like click to call automatic logging and screen pop up there save time and work faster

Lower Costs

CTI reduces the manual work speed up call and cutdowns on mistakes. This will help businesses to save money and use their team more efficiently.

Live Reporting

Managers can see what is happening in real time also how many calls are coming in and how many people are waiting for the response and how busy agents are this? Will help you to improve service.

Easy To Scale And Support Remote Work 

CTI works well in the cloud or hybrid sets. It is easy to grow your team, open new locations or also support agents working from home.

Training And Quality Monitoring

Supervisors can listen to calls, record them, and even coach agents like this will help to improve the skills and keep service quality high

Better Software Integration

CTI can quickly use tools like CRMs, helpdesk and accounting systems. This will keep the data in sync and remove the need to update information in a multiple places.

CTI Salesforce-Unified Communications In The Crm

A common and powerful way to use CTI is by connecting it to salesforce, a popular CRM system when CTI is added to salesforce it will help the agents to work faster and more easily. Here is what will happen.

• You can answer and make calls directly inside salesforce without switching between the apps
• When someone calls salesforce can automatically find and show related records like a lead contact case or deal
• Each call can be logged automatically with Notes and call details saved in the system
• Agent can click on the contact or leads phone number to call them instantly

Cisco And CTI-Integration In Enterprise Telephone

Many businesses use Cisco phone systems especially with Cisco unified communications manager that is CUCM. To connect their phones with computers they use Cisco CTI Cisco provides tools like JTAPI or Cisco TAPI these will let the CTI system work with their phones when they set up correctly

• Agent desktop connect with Cisco phone so the agent can control calls from their computer
• Screen pops and clicks to dial work smoothly with Cisco call system
• Events like incoming calls or hang up can trigger the actions in CRM or helpdesk software like opening a customers profile

Final Words

Computer telephonic integration is a powerful enabler of modern efficient and data travel customer communication by binding phone events to CRM service databases or window flow systems. CI transfers calls from isolated voice events into intelligent contextual  interactions.

From computer telephone integration in salesforce to Cisco CTI developments source CTI options and various CTI systems and products. There is a spectrum of choices. No matter if you use case in call Centre sales support or IT service management CTI is a key enabler of productivity smart routing better analytics and richer customer experiences

We can help you set up and manage computer telephone integration for your business. At Prime BPO our expert team make sure the smooth communication between your phone systems and computer, so your agents work better and your customers will stay happier

FAQS

How does a CTI work?

CTI computer telephone integration works by connecting your phone system with your computer it will let you make receive and manage phone calls through your computer for example when someone calls their details show up on your screen so you can talk and take notes easily

What is the difference between VOIP and CTI?

VOIP is a way to make phone calls using the Internet instead of the phone lines on the other hand. It also connects your phone systems with your computer so you can control the calls and data together.

What is the meaning of telephony in computer computers?

Telephone in computers means using a computer to handle the phone calls. It also helps people to make or answer phone calls record conversation conversations and see call information on the computer screen

What is the meaning of computer integration?

Computer integration means that connecting different systems or tools so that they can work together for example joining a phone system with a computer program helps to share information and make work faster and easier.