Computer telephony integration

What is CTI (computer telephony integration)?

CTI (computer telephony integration) refers to the connection of telephony and computer systems to enable more efficient and intelligent management of calls in contact centers and companies. CTI plays a central role in contact centers in particular, as it automates and simplifies communication and links it specifically with digital customer information. The aim is to speed up processes and improve customer service.

How does CTI work in practice?

CTI automatically links incoming and outgoing calls with existing data sources such as CRM systems or customer databases. As soon as a call rings, the system recognizes relevant information, makes it available to the agent and controls the forwarding depending on the request or availability. This enables seamless and context-related customer contact.

Typical CTI functions are:

• Screen pop-ups: Automatic display of customer data during a call to enable an immediate, context-related response.

• Click-to-dial: Start a call directly from a software interface at the click of a mouse.

• Automatic call distribution (ACD): Forwarding of calls to the appropriate department or available employee.

• Voice recording & analysis: Support for quality assurance, training and compliance.

What advantages does CTI offer contact centers?

CTI increases efficiency in customer contact, shortens waiting and response times and enables more individualized support. By intelligently linking telephony with existing data sources, employees can respond to customer needs more quickly and in a more targeted manner. At the same time, service quality can be measured more transparently and improved in a targeted manner.