CTI Application

"Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems." - Wikipedia

Functions

The following functions can be implemented using CTI:

• Call information display (caller's number (ANI), number dialed (DNIS), and Screen population on answer, with or without using calling line data.

•  Automatic dialing and computer controlled dialing (fast dial, preview, and  predictive dial.)  phone control. (answer, hang up, hold, conference, etc.)

•  Coordinated phone and data transfers between two parties (i.e. pass on the Screen pop   with the call)

•  Call center phone control. (logging on; after-call work notification)

•  Advanced functions such as call routing, reporting functions, automation of desktop activities, and multi-channel blending of phone, e-mail, and web requests .

• Agent state control (for example, after-call work for a set duration, then automatic change to the ready state)

 Benefits

• Its readily apparent benefits are to both callers and businesses alike. In fact, CTI seems to be universally acknowledged to:

• Control costs off-loading live operators from handling routine calls.

• Generate revenue by offering new services and improving existing services.

• Raise productivity by automating routine tasks.

• Maximize service by providing accurate and consistent information 24 hours a day.