CTI, or Computer Telephony Integration for the technical ones among us, allows computers to not only interact with a phone system, but move control of the platform to a computerized environment. A lot of long words there, which basically means you can control your calls via your computer!
A CTI links to your existing CRM system, allowing you to capture your texts, calls and instant messages.
There are tonnes of benefits CTI can bring to your business, we have handily listed 3 of them here. You can thank us later.
If you connect your CTI to your CRM, then you can access your entire communications history with that client, no matter the system where the interaction took place.
For example, if your client rings up and asks for more information about the frog painting* you discussed with her on e-mail last week, you can easily pull this up. This makes for a seamless and personable experience for the customer and easier processes for the agent than ever before.
As well as the benefits already mentioned, you can expect cost savings, customer satisfaction improvements and more time and resources to focus on growing your business. No reason for you not to really.
CTI without a CRM integration is only half the story and you will only gain half of the advantages.
To try it for yourself, why not book yourself a demo with CloudCall today?