Computer Telephony Integration (CTI) is a technology that merges a call center's telephone system with a company's core business applications, enhancing agents' productivity and customer experience. With CTI, agents can handle all phone functions directly on their computers using on-screen controls for tasks such as answering and disconnecting calls, putting callers on hold, and transferring calls.

Sprinklr CTI integration not only allows agents to interact with customers via voice but also provides additional capabilities that enhance customer experience and call center operations.

1. Customer 360 – This integration provides business owners with a holistic customer view by integrating all voice and non-voice channels with the CRM. This enables agents to have a comprehensive view of the customer while resolving issues.

2. Screen Pop-up – CTI enables the integration of phone systems with CRM applications. When an agent answers an inbound call, the system matches the caller's contact information, such as phone number or email address, with the customer database and automatically presents the customer's screen from the CRM to the agent.

3. Click to Dial – CTI allows agents to initiate an outbound call to any customer by simply clicking on the phone number within the CRM system.

4. Smart Assist and Agent Assist powered by Sprinklr AI – These features help agents assist customers more effectively. Agent Assist provides callback nudges to suggest scheduled callbacks, while Smart Assist analyzes cases based on detailed information to guide the agent through the guided workflows.

5. Sprinklr Voice Transcripts and Call Recordings – Call transcripts generated during calls are transferred to the CRM for logging and future reference. Call recordings can also be used for future customer assistance and quality management.

6. Customized After Call Work with Gen AI Case Summarization – Sprinklr provides after-call work capabilities along with Gen AI-powered case summarization. This feature allows for better reporting and monitoring.