What is Computer Telephony Integration ?

Computer telephony integration is any technology that allows computers to connect with telephone systems. It helps users execute all call-related functions that are usually performed directly from a PBX or main machine telephone. Incorporating electronic telephony often allows communication devices such as mobile, voicemail, fax, machine, and phone to communicate with one another. It offers direct control over all their communication modes through a single interface.

Such tasks can be performed from any platform with CTI, benefiting smaller organisations that lack the ability to handle expensive communications infrastructures. The method is also used in call centres as they produce a large number of calls and constantly seek to improve performance. Digital telephony integration opens the door to a more flexible and agile way to run a call centre.

How computer telephony integration software works

Digital telephony deployment a few years ago was a complex task involving PBX networks, computer configurations, and investing in a lot of IT resources and workforce. Today, however, the entire cycle has been streamlined. Calls can easily be merged with other applications that are cloud-based such as ERP, helpdesk, and CRM (customer relationship management) effortlessly. It’s like a plug-and-play method to set up and start less than a day. You will also expand without thinking about infrastructure when the provider also expands.
With the advent of cloud telephony, managing an incoming service order with and without CRM looks like this:

With a CRM:

A customer calls your business and your CRM identifies the caller and extracts the customer’s information, sends it to a cloud telephony platform. Depending on availability, the provider would then forward the call to the right person. The agent can pick up this call from their basic cell phone and requires no special equipment. Around the same time, this person is shown a screen window containing all important customer information.
It’s collected from CRM. The agent then uses the details to answer the caller’s question instantly, without having to dig through multiple processes –it takes time to address the client’s problem.
The agent already has all the information necessary for a customer, including their name, account history, etc.

Without a CRM:

the method of handling cloud telephony calls is much simpler in case you choose not to use a CRM. A client calls your company to the network operator’s server, then routes the request to the first agent mentioned in the dashboard. Unless the agent reacts or is distracted, the call will go to the next agent listed in the list.

What are Features Of Computer Telephony Integration?

The reason CTI increases efficiency so dramatically is that it allows for a variety of functionality that would be difficult or impractical to incorporate into a standard program.
Here are CTI features to enhance customer experience and deliver better service to your employees at no extra cost: 

Immersive voice response

screens consumers before they can talk to an employee. Filtering parameters can include dispatcher language, question type, call position, etc. This facilitates defined call routing, enhancing first call resolution, a vital measure of customer satisfaction.

Easy callback

Automated callback allows consumers to call conveniently, instead of standing on hold, which is also a patience exercise. Customers realize that they will be called back from being put in a queue and opened to go about their day. By saving customer time, this feature increases customer loyalty.

Click-to-call

Adding a click-to-call button allows customers to call without having to dial their number using their own CTI.You will increase the total consumer experience by saving some effort. Such apps significantly enhance user experience in a business phone system. They result from additional versatility and modularity in computer-telephony integration.
In addition to the multiple integrations we touched on earlier, such apps will turn the business phone program into a full solution to enhance the entire consumer life cycle.

Why Choose CTI For Your Business ?

Saves time

Machine Telephony Integration (CTI) is a system that incorporates and combines telephone and machine interaction in no time. It integrates the telephone system with the computer system, providing versatility for call centres. This helps agents to perform call centre-related tasks directly from their desktop.
The computer can identify incoming callers by caller ID, retrieve data from the database, play recorded messages, accept which answer incoming and outgoing calls. The predictive dialer will call clients automatically, transmitting only linked calls to the agent.
The CTI telephone system can be configured from 1 analogue to 1000 digital lines and is enabled by over 1,000 digital and analogue telephone lines. The telephone computer reduces savings-and saves both consumer and business money. 

State-of-the-art computer telephony systems can accommodate a wide range of telephone calls, from basic calls to high volume calls.
This whole procedure significantly reduces call handling time, as the agent does not have to go through multiple applications to get details from the caller.
This technology helps authenticate customers and callers by comparing the number of calls they make to the information stored in the company database.

Lowers costs

Adopting CTI technology means going without a PBX and main software. Either on-site or off-site, this equipment is costly to procure, needs a regular operation, and will one day become redundant.
Through accepting CTI for your call centre, the burden of this phase of buying, handling, and updating infrastructure is lightened. Digital telephony technology is less expensive, more flexible, and simpler to scale than a traditional system.
The agents ‘ only tool is their personal computer, and that’s not set in stone. For example, a VOIP business phone network pairs a session with each person so they can operate from various devices, either remotely or from home. Digital or automated recruiting agents may aid call centers with long working hours or seasonal company shifts.

Call centres can serve their clients in different languages and time zones without delocalizing. Modulating staff and equipment costs easily saves both time and energy. Digital telephony integration is much more versatile and compact than conventional systems because all you need to do is run a program on a computer.

Intuitive

Intuitive CTI use programs allow agents to work on the phone, take calls and keep track of consumers, all from their mobile computers. It means that any task can be done over a clear, unified dashboard: the contacts and customer base are all incorporated into your system, matched with client profiles.
When a customer calls, the agent can see their data and will be best equipped to answer their support question.this eliminates the need to turn back and forth between programs to obtain information during a call, or in any case to fiddle with a standard key screen. 

A company-phone system has easy, easily accessible user interfaces to quickly get the hang of any project. The outstanding user-friendliness saves time and energy. You can treat customers more effectively and save their resources for the job at hand, rather than the challenges of dealing with different services.
The single dashboard has a simple and accessible guide that monitors everything. The log has a detailed call record and the details can be cross-referenced with other centralized systems.

Seamless integrations

Computer-telephony integration transforms the telephone network into a computer. This system is designed to integrate with other applications for versatile and powerful user interfaces.
A CTI software can be designed to work together with other programs to increase productivity, encourage collaboration, and enhance the overall user experience of customers.
There are a lot of integrations that can make the company run smoother, and you can use them together more often for maximum productivity. You’ll add features like live chat, fax, call recording, buy history, review survey, ticket help, and much more. In reality, all this information can be displayed in a single dashboard Calling Center agents and administrators are tremendous.
This ensures the customer’s history and the call background will indicate the agent when they reach you. Likewise, a call log would be stored in the client’s CRM file for future workers use. This concept seems to be pure common sense, and it is as efficient and quick as it can be.in a traditional telephone network, providing access to standardized and accessible services would not be feasible. Service providers must upgrade the CTI framework and the above integrations. They will ensure that the program remains valid and that new integrations are constantly produced for their customers ‘ benefit. This means that you don’t need to worry about being redundant or deficient in your robust services; your own agents are free to make the best available resources.

Improved productivity

The right computer telephony integration system will save the agents time and energy at any call point. They should be able to keep requests, transfer them warmly, queue and communicate with each other via the same interface from which they handle calls.
Electronic telephony integration allows video and telephone calls, whisper communication, and data sharing. The user interface enables smooth communication between team members. For these choices, team leaders are more likely to receive input from supervisors as well as peers. This will empower your workforce to really act as a single entity and give consumers a positive image. The latter would also note a more efficient call source with decreased waiting times and less skipped or missed calls.
Studies show that computer-telephone contact reduces the average length of a call. As a result, the team can receive a larger number of calls, which can deal with problems faster.
The staff is also rising its productivity and consumers enjoy better service.

Improved productivity of computer telephony integration

Computer telephony Integration for Customer Service

Whatever you use, integrating calls directly into your CRM increases productivity, allowing your clients to get the support they need faster. Call centre CRM provides layout and telephone integration tools, including softphone applications. Know what SalesForce VoIP Configuration works best and what you need. CTI, it’s an easy-to-use device to bridge the gap between CR emails and customers ‘ mobile phones. Once mounted on your device, you’ll call the softphone. The adapter connects the softphone and electronic telephony interface network. Managers will monitor sales reports and dashboards to track the number of cases and time between calls received, closed, and reopened.

Computer telephony Integration for Customer Service

BTelecoms: Provider of Software and Business Communication Solutions

It’s no doubt that Computer Telephony Integration is right for your company. You want to find the best CTI software solutions for your client. BTelecoms is a company that helps business owners find CTI software and other communication solutions. Give us a call today to find out how BTelecoms can provide business communications solutions for your company. You will be glad you did.

FAQ

CTI ports are virtual. They represent the bridge that enables combined system access. Through linking telephone lines through a machine, companies can streamline their offices and IT workers. Particularly useful for call centers, it allows full computerization and improved capabilities. CTI makes calls successful.

Another useful virtual tool is a CTI route center, which can accept multiple calls at once and efficiently disperse them to different CTI ports. The way calls are distributed is based on app-controlled redirection. It’s the most popular call center technology currently used.

CTI is necessary for companies that manually do things with no device links. Linking telephones to computerized devices allows a wealth of information to be viewed on screens of agents— most of it automatically and almost immediately. With CTI properly designed and linked to Customer Relationship Management (CRM) for a company, customer information is collected based on the number they call from. The level of detail and preparedness marks the credibility and perceived integrity of an organization.