CTI

Some of the advantages of CTI Technology in Call Center

by Rinku,on Jan 04,2021

What is CTI?(CTI) stands for Computer Telephony Integration. It is a technology that allows computers to integrate and interact with telephone systems.

This helps to receive a large number of incoming calls at the Call Centers. This enables the agent to make and receive tones of calls without touching an actual telephone. This technology can also populate the computer screen with caller’s information and history, routing of calls to the most appropriate agent, placing the caller on hold and transferring the caller to another department and so on.

Some of the advantages of CTI Call Center Technology

Easy Call Handling

With CTI, there is no need for phones. Call center agents can make and receive calls from their computer with a simple click of buttons on their computer screen. This is possible by the advance call controls provided by CTI on their computers. This allows agents to make and receive calls, rout calls, transfer, mute, or put on.

Detailed Customer Information

Using CTI, call agents can view detailed information (such as the name, address, location, email, company, etc.) about the caller through automated screen pop-ups. Having this information, the agent can communicate professionally with customers. This helps the agent to lead communication and improve call handle time, as the agent won’t have to browse through many databases just to find the caller’s information.

Reduced Cost & Increase Productivity

Receiving high volumes of calls every day simply means more call agents to handle requests effectively. The introduction of CTI can help through the following:

1. Shorten call handling time, reducing the number of call agents

2. Reduce the number of telephone lines needed for call center

3. Increase revenue

4. Increase professionalism

Better Caller Experience

The more detailed information available, the better the communication. Knowing the details of a caller before receiving a call or greeting the caller by name enables the agent to have a more personalized customer experience. Not having to scan through multiple databases to find callers information, reduces the complexity of the call, and makes a satisfied customer.

Unified System

Computer Telephony Integration (CTI) also permits integration of integrates with other technologies like Automatic Number Identification (ANI), Voice Conferencing, and Interactive Voice Response (IVR) as well as caller data such as call history, individual data, messages, buy history, cases and bolster tickets, and so on all in one dashboard. This provides agents detailed knowledge of who they are communicating with.

Efficient Routing of Calls

Routing of calls based on the caller’s information improves the customer’s perception of the business and makes them feel more valuable. Customers become more satisfied as they are being transferred to agents who speak their language or have more insight about the product they are enquiring about.

Automated Caller Authentication

CTI in call centers can validate caller’s id by coordinating the telephone number the client is calling from with numbers in the organization database, saving time and effort.

Some of the advantages of CTI Technology in Call Center

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