Computer telephony integration (CTI) is simply a way of linking your telephone system to a computer system such as a customer relationship management (CRM) system.
If your telephone system and computer system aren’t linked up, your teams will be wasting massive amounts of time making sure the correct data is the correct place. A CTI system basically does this for you – and a whole lot more. Most CTI systems allow you to capture calls, texts and instant messages.
This has many benefits for your business and your customers:
Let’s take a closer look at some of the main capabilities of computer telephony integration:
- Make and receive calls from anywhere using a softphone. A softphone is a piece of software that allows you to make calls over the internet from a computer or smart device. This essentially allows your employees to operate anywhere they have access to a computer and the internet.
- Ensure that you team are fully prepared for every call with inbound screen pops that open the caller’s CRM record. Instant access to essential customer data before the call is answered makes a great start to the call inevitable.
- Dialling functions such as click to dial make it easy to call a contact from within a CRM record; or with plugins like the CloudCall for Chrome extension you can call directly from Google Chrome. A Power dialler automatically calls through a list of contacts so you can spend your time more productively.
- Improve customer experience with an automated interactive voice response (IVR) that collects information and routes the call to the appropriate team or individual. You can also direct customer calls to the best available person within your team using automatic call distribution (ACD), to help resolve customer queries the first time around.
Discover how the CloudCall integration could improve your customers experiences and increase your teams productivity by booking a demo or requesting a call back.