Computer Telephony Integration, also known as CTI, is the system that enables an employee to connect their computer with the company’s phone system. Their computer becomes a part of the centralised network of the company, which helps them in their call-related tasks. In other words, agents can make calls just by clicking on their computers.
Computer Telephony Integration is an essential component of the contact center. It enables your team to work efficiently through different quirky integrations that make your life easy. Here are some important benefits of CTI in a contact center.
Computer Telephony Integration is crucial to a contact centre environment. It helps in automating many manual tasks which would otherwise make the operation non-functional and inefficient. When the calls are integrated through the agent’s computer, they can browse through several features and personalise the contacts and what not for better performative experience. All these together help your team to offer a better customer service.