![]() These integrations add features to enhance both systems and help agents better handle interactions.Īn example of how they do this is “screen pops”-a window that pops up on an agent's computer screen when they have an incoming phone call. In this guide, we’ll break down everything you need to know to choose the right CTI system for your company, such as:ĬTI, or computer telephony integration, is also known as “computer-telephone integration” or “computer telephony.” These terms may sound intimidating, but their basic meaning is straightforward: CTI is technology that lets you use a computer to initiate, manage and enhance your phone calls.ĬTI is often used as a jargon term for describing integrations between a phone system and a customer relationship management (CRM) system that has already been deployed. CTI is an important category of call center software: It enables phone and computer systems to work together for the benefit of your agents and your customers. One of the best ways to set up your call center team for success in the environment described is by investing in a system with computer telephony integration (CTI). ![]() ![]() Don’t you want to be as prepared and efficient as possible? Imagine you’re an agent at a busy call center: you’re fielding dozens of phone calls a day with customers you’ve never met, and you want to make a good impression on all of them.
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