What is CTI? 4 Useful Function of It

What is CTI?

CTI stands for computer telephony integration. It is mostly used by call centers and refers to any technology that lets computers interact with telephone systems, so that computer and telephony systems can be integrated and work together.

With computer telephony integration, agents don’t need a physical phone to communicate. They can easily use the phone system on their computer, with on-screen controls for telephony functions such as making and receiving calls, transferring calls, and so on.

Put simply, it is an easy way to communicate via a computer without needing a physical phone. Wherever you are, as long as you have your computer and an internet connection, you can manage your phone system.

This system is mostly used by call centers. Since the pandemic, however, any company that wants to work remotely can use it.

What Is a Computer Telephony Integration Strategy?

A CTI strategy is a plan for integrating remote business services through voice, video, and data connections.

This type of strategy is important because it can make an enterprise more productive and efficient by unifying communications and information systems. The right IT infrastructure strategy also improves the employee experience with better collaboration tools and applications.

IT infrastructure can also be integrated with point-of-sale systems or automation software. Computer telephony integration involves digital technologies that help make the customer experience more personal, relevant, and positive. Creating a CTI strategy is important because it helps reduce costs and increase productivity in any company that uses these technologies.

Benefits of CTI for Your Business

Computer telephony integration is a business growth strategy that helps your company grow by connecting it with its customers. It covers a set of processes including customer service and support, marketing, sales, and customer experience. It also involves automating some business processes or functions to save time and effort. The benefits of CTI for your business are vast: you get an interactive interface, you can manage everything from one place, and your customer service becomes more efficient.

4 Useful Functions of CTI

Screen Popping

This function lets you see the caller’s information in a software program. With screen popping, you can not only see the caller’s information but also answer the call or make a call.

Dialing / Automated Dialing

This function enables click-to-call, autodialers, power dialing, preview dialing, and predictive dialing.

Phone Controls

This function provides call controls such as answering, hanging up, putting calls on hold, call forwarding, and so on.

Call Routing/Transferring

With an IVR system, you can transfer calls professionally via computer telephony integration. It simply transfers the call to the relevant agent’s computer.

How Can Hipcall Help You?

Hipcall is a communication system that brings all of these functions together on one platform. Wherever you are, as long as you have a computer with an internet connection, you can work remotely and connect with your customers.

What will you get with Hipcall?

• You can manage your communication system on one platform.
• You can easily see all agents and their status, such as online or busy.
• You can see the call queue.
• You can take notes about a call.
• You can record your calls, then listen to and analyze them.
• You can make video calls using your web browser.
• You can see the chat system on your website.

All these features, and more like them, can be managed on one platform. Managers and agents can easily control calls.

Conclusion

Although CTI is mostly used by call centers, as we mentioned, anyone who works remotely can use it. You can use it to increase your employees’ productivity, especially now that remote work is so common. It provides many benefits, such as call transfer, call forwarding, and call recording. By managing heavy call traffic in your business, it reduces your employees’ stress, saves you from the chaos, and lets you stay focused without interrupting your workflow. As a result, you will have more satisfied and more loyal customers, and your communication with them will be stronger.

Resources:

1. https://en.wikipedia.org/wiki/Computer_telephony_integration