| Computer Telephony Integration (CTI) involves | | | | irrelevant departments till the caller finds an |
| integrating computer systems and phone lines | | | | appropriate agent or department. However, with |
| with the help of advanced telephony resources. | | | | the advent of computer telephony integration |
| This process makes interaction between agents | | | | technology, such routine business troubles have |
| and callers easy. Whether it is a small or a large | | | | already been solved which were holding back your |
| business organization, a business phone system is | | | | business's growth. |
| the basic necessity of each company. Rather than | | | | Another benefit of using Computer Telephony |
| depending upon the ordinary phone system, | | | | Integration is its high level of cost-effectiveness. |
| companies prefer advance technology which will | | | | Earlier, organizations used to spend lots of time |
| help them to increase customer services. And, | | | | and money on recruiting efficient personnel but |
| Computer Telephony Integration (CTI) has | | | | now, with the availability of technology, businesses |
| introduced multiple media channels through which | | | | do not have to recruit many agents and can |
| interaction with customers have become really | | | | efficiently manage call flows. In fact, such |
| easy and quick. | | | | technological advances help agents to serve |
| Apart from managing calls, computer telephony | | | | clients better as all the relevant details about the |
| integration also use other channels of | | | | caller gets displayed on the computer screen, |
| communication such as emails, fax, web, voice | | | | record of previous communication status between |
| and many more devices. Through this technology, | | | | the caller & the agent, providing interactive |
| employees not only make calls but can send | | | | response to customers. This saves lots of time |
| messages also. This technology helps in maintaining | | | | and money. In fact, high-tech IVR systems can |
| healthy and harmonious relations with customers. | | | | also be used along with computer telephony |
| The benefit of using Computer Telephony | | | | integration. Pre-recorded voice instructions on |
| Integration includes improving customer's services. | | | | IVRs can easily direct callers to their desired |
| Earlier when there was no CTI technology, | | | | location. |
| customers' call used to get transfer to other | | | | |