What is CTI(Computer Telephony Integration)?
CTI, or Computer Telephony Integration, is the name given to the process of having a computer and telephone system work together. By integrating the two, you can create a more receptive, better-informed phone conversation, as the process allows you to see who is calling you, and have their customer record right in front of you as you talk.
How is CTI beneficial?
One of the biggest difficulties for businesses that primarily communicate with their customers over the phone is, ironically, communication. Customers want to feel like they are being listened to and valued. Computer Telephony Integration helps by arming your staff with information about the customer right from the start of the call, resulting in better and more personalised communication. Computer Telephony Integration can have many benefits to your business, including the following:
Get your communications off to a great start
Whenever someone new calls your office, CTI will provide you with all the relevant information available through a Google search of that number. This in turn helps you determine the caller’s business name, where they’re calling from and other need-to-know information, helping you to create that all-important first impression.
CTI can also work with your CRM system, meaning that when an existing customer calls, you’ll get a ‘screenpop’ which presents any information you hold on them, in regards to their orders, any issues and company information, cutting out the recap that can often waste time.
Keep in touch with your colleagues
You can also use CTI to work better with your colleagues. The system allows you to see the availability of those you work with, without having to waste time calling them first. It also allows you to send them messages.
This visibility also extends to the company at large. You can use CTI to find colleagues, searching by their name or phone number, and quickly find out their availability. It also shows you whether they’re on the phone or not – perfect for colleagues who don’t want to be disturbed.
Is CTI right for my company?
Yes – CTI can save your staff valuable time. The aim of CTI is to make everyday office processes much quicker and more streamlined. By being able to access all the information you need as soon as someone places a call with you, and by being able to check the availability of your teams without having to spend time waiting for a phone to be answered, simple tasks can be completed much quicker, and call times to customers can be reduced. Whether you use regular office phones or business mobiles, CTI can be used to dramatically improve your communications processes.
How does Computer Telephony Integration work?
CTI is ideal for VoIP phone systems as it uses Voice over Internet Protocol (VoIP) functionality to turn your computer into an extension of your phone. CTI software can be integrated with your CRM or other software such as Salesforce, Hubspot and Zendesk. It then finds the connections between different data points (e.g. phone numbers and customer names) and brings them all together for you to access with ease.
How long does it take to set up CTI?
Installing CTI will be carried out as part of the overall installation of your new business phone system. This means we can install all the products in one stream, so adding CTI on to your chosen software requirements won’t incur any additional installation time.
If you’d like further information on how CTI could work for your business, don’t hesitate to get in touch with our team.