Computer telephony integration, or CTI, is technology that connects phones to computers and allows them to interact.

CTI includes basics like putting callers on hold and into a queue for the next available agent. The automated menu that directs incoming calls to the right department, and interactive voice response systems (IVR) are also forms of CTI.

For agents, CTI puts data and call controls at their fingertips. It creates a link between the caller and information already in the customer relationship management (CRM) system, so they can be more efficient and provide better service.

CTI time savings

Why Use CTI?

Save time

Without CTI, agents spend 6% of their call handle time bringing up a customer’s information, 10% flicking through screens and another 10-15% on post-call wrap-up. That’s 30% of each call that could be time better spent. CTI brings information together and makes it easier for agents to complete these tasks so they can spend less time on processes.

Track Smarter

CTI tracks a detailed, accurate view of customer call interactions for intelligent analysis and decision making. With consistent call logging and enhanced call reports, there’s visibility into all customer touchpoints and agent efforts.

Improve Customer Satisfaction

With CTI, agents are equipped with all the information they need to better handle calls. Features like preview dialer and screen pop put caller details and history in front of the agent, while CRM screen transfer means callers won’t need to repeat themselves.

Reduce Costs

Time is money. With CTI, your employees can reduce their average call handle time while maintaining customer satisfaction ratings. CTI also makes it easier for agents to do their job, easing frustrations and reducing turnover.

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