Computer telephony integration (CTI) is a great way for businesses to implement the call management process through their computer. Rather than having a physical phone system. Yet, what exactly is it? And are there any benefits? Find out more about CTI from a professional telecommunications provider.
What is CTI?
The term “computer telephony integration” (CTI) can be used to describe any technology that allows computers to communicate with telephones. This technology is commonly used in call centres to describe desktop interactions that increase the productivity of human agents.
It means that agents or other staff do not need a physical phone. They can execute all phone functions through their computer, including accessing basic call information, transferring phone calls and other outgoing call features. All with CTI.
What Available CTI Functions Are There?
However, CTI offers much more than just adding phone controls to a computer. It also allows skills that are fundamental to running a successful and efficient call centre, such as:
- Call Routing – Calls can be directed to the agent who is best qualified to meet the caller’s needs based on data acquired from an incoming call and customer data from a company’s system of record, such as a CRM.
- Call Monitoring – supervisors can monitor, or listen in on, live calls using computer telephony integration (CTI). Great for training purposes.
- Improved reporting – By allowing phone data to be matched and combined with data from corporate systems, CTI improves the quality of reports.
- Interactive voice recognition (IVR) systems – IVRs would not work without computer telephony integration (CTI).
The Benefits of Computer Telephony Integration
Implementing CTI is a great way for small businesses especially, to keep up with their larger competitors. But, there are also other technology benefits to convince you or your business to switch to these outgoing call features.
For example, CTI gives workers a vast amount of power over call workflows, call routing and the call management process. Routing options such as skills-based, round-robin, most idle, or list-based improve call management by ensuring that work is equitably distributed across representatives. This will help reduce fatigue amongst staff and overall, speed up the resolution process.
In addition, customer wait times are reduced due to the improved call flow. Clients will be led to an agent who is specifically trained to assist them with their current needs if the call path can be customised. This implies that a customer who has a billing question can easily reach out to the billing department rather than someone else – such as an HR representative who has no idea how to set up automated payments.
Better still, with CTI, there is increased customer satisfaction. Which is ideal for small businesses or companies dedicated to customer service. As there is a higher level of personalisation, this can better improve the clientele relationship.
Tools like call recording and monitoring give you a better understanding of employee performance, current customer service levels, and the most prevalent issues your company is encountering.
It records all client data in real-time, allowing you to track KPIs such as average wait time, average call volume, and call handle time, as well as the number of abandoned and moved calls.
Here at Fibre, we want to challenge the status quo. That’s why we provide exemplary technology with the best competitive rates throughout the telecom network infrastructure. Our business phone systems allow small businesses to keep up with their larger competitors, with the added feature of CTI. Find out more about our software services here.