This 7-step guide provides an overview of what you should consider when integrating telephony (CTI) into your CRM if you don’t want it to turn into a nightmare.
1. Understand what CTI means and how it relates to your requirements
There are lots of acronyms out there in tech land, and CTI is another to decipher. Read our blog here to learn more about CTI, but in essence it is the software that allows computers to interact with a phone system. However, the first step you should take is pinpoint exactly what it is that you want to do. At this stage your focus needs to be broadly on what outcomes you want, and then move to what technology might exist to help you.