stands for Computer Telephony Integration, a technology that allows computers to work with phones. CTI systems enable users to control the flow of communications, such as phone calls, faxes, and internet messages, with a computer.
CTI can help with:
- Streamlined workflows: Agents can make and receive calls directly from their desktops.
- Increased productivity: Agents can handle conversations in multiple channels.
- Personalized customer service: Agents can address customer interactions in a personal and efficient way.
- Business software control: Business software can have more control over call management.
- Contextual details: Agents can see contextual details related to the caller when the phone rings.
- Interactive voice response (IVR): Customers can self-serve, which optimizes agent time.
- Call routing: Calls can be routed, transferred, and forwarded to the right agent based on caller history or IVR choices.