Computer Telephony Integration

What is computer telephony integration? 

Computer Telephony Integration (CTI) is a technology that links call center phone systems with computer applications like CRM software to help you manage your calls and customer service. With CTI, agents can handle calls directly from their computers using on-screen controls for answering, holding and transferring calls. It displays caller information and interaction history, enabling them to offer personalized service to customers.  

How does computer telephony integration work? 

Computer telephony integration primarily works via the following steps: 

1. When a call comes in, the phone system sends caller data (e.g., phone number) to the CTI software. 
2. The CTI software retrieves customer information and displays it on the agent’s screen for quick reference. 
3. Agents use on-screen controls to answer, hold, transfer or end the call directly from their computer. 
4. The system records and syncs call data such as time, duration, caller ID and call origin with your CRM in real-time.  
5. For outbound calls, CTI automates dialing and retrieves customer details for personalized interactions. 
6. Incoming calls are routed to the best-suited agent based on the caller’s needs. 
7. During the call, CTI updates relevant systems with new information, keeping customer records accurate. 
8. After the call, CTI aggregates data for reporting and analysis, helping improve performance.