What is Computer Telephony Integration (CTI)?

 

Computer Telephony Integration (CTI) is the technology used to integrate the telephony environment with that of the customer database / CRM application, which usually runs in a technically separate environment. CTI software is also indispensable for implementing this type of integration in Voice over IP (VoIP) environments.

Research has shown that companies making optimal use of the handy applications CTI provides are more highly rated by their customers. This is primarily because the system readily identifies customers (on a pop-up screen displaying their details), so their calls can be dealt with faster, more efficiently and without mistakes. Briefly, this concerns three aspects: customer friendliness, efficiency and process management. Employees using CTI have more job satisfaction too, whether they work at home or in the office.