What Is Computer Telephony Integration
Posted on 24. May, 2010
CTI, also known as computer telephony integration, is one of the best things that can happen to your business. The technology allows your computer systems and your phones to work together, so that many of the common daily tasks that you or your employees perform are much easier and far more efficient. It is even possible to automate some tasks, which can save time.
It doesn’t matter the type of business you have. Most medium to large companies will be able to benefit from CTI. Some of the common types of business that use computer telephony integration include doctors, electronics companies, and paper companies. If you have a large number of incoming calls on a daily basis, using the software can be a great way to improve your efficiency, make your customers happier, and even cut down on costs.
How is it possible to do all of these things with a simple piece of software? Consider the number of calls that your call center receives on a daily basis and consider how those calls are handled. On an average call, the customer might have to wait five minutes or more before being routed to the first agent. That agent might not have all of the information that he or she needs to handle the call, and the customer will have to be rerouted. This may happen several times. The customer becomes frustrated and the time spent on the call continues to rise.
Computer telephony integration can change this. The amount of time a customer spends on hold is reduced because your agents will be able to handle all of the calls in a timely manner. The information that the agent needs about the customer is generated on their screen in real time. Even before they pick up the phone, they will know with whom they are talking, and they will be able to see the customer’s previous interactions with the company. The customer will never have to be shuffled from one agent to another, and the problem can be taken care of with one call instead of several.
They will be able to get more done in a given day, and this can save your company money. Some of the software is even able to make outbound calls, reducing dialing time and eliminating the possibility of dialing a wrong phone number.
CTI technology is a wonderful tool that all companies should consider when they are looking for ways to save time and money.