Computer Telephony Integration (CTI) involves integrating computer systems and phone lines with the help of advanced telephony resources. This process makes interaction between agents and callers easy. Whether it is a small or a large business organization, a business phone system is the basic necessity of each company. Rather than depending upon the ordinary phone system, companies prefer advance technology which will help them to increase customer services. And, Computer Telephony Integration (CTI) has introduced multiple media channels through which interaction with customers have become really easy and quick.
Apart from managing calls, computer telephony integration also use other channels of communication such as emails, fax, web, voice and many more devices. Through this technology, employees not only make calls but can send messages also. This technology helps in maintaining healthy and harmonious relations with customers.
The benefit of using Computer Telephony Integration includes improving customers services. Earlier when there was no CTI technology, customers call used to get transfer to other irrelevant departments till the caller finds an appropriate agent or department. However, with the advent of computer telephony integration technology, such routine business troubles have already been solved which were holding back your businesss growth.
Another benefit of using Computer Telephony Integration is its high level of cost-effectiveness. Earlier, organizations used to spend lots of time and money on recruiting efficient personnel but now, with the availability of technology, businesses do not have to recruit many agents and can efficiently manage call flows. In fact, such technological advances help agents to serve clients better as all the relevant details about the caller gets displayed on the computer screen, record of previous communication status between the caller & the agent, providing interactive response to customers. This saves lots of time and money. In fact, high-tech IVR systems can also be used along with computer telephony integration. Pre-recorded voice instructions on IVRs can easily direct callers to their desired location.
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