CTI Integration and Consultancy (Computer Telephony Integration)
Today’s businesses have an unprecedented need for solutions to meet their constantly changing requirements.
Implementation of CTI solutions involves linking various technologies, often from different suppliers with a bespoke application delivered on top. In this case the link to your business applications and associated software packages.
A proven method of improving customer service, with a measurable return on investment, is to apply CTI or Computer Telephony Integration.
Our CTI teams understand the complexity of this technology, and are here to help guide you through the process.
Many years of practical hands on experience is here and ready to advise, consult and project manage your installation.
Why not call us now to find out more.
CTI refers to the linking of desktop user applications with a telephone system. Examples of CTI are:
Screen Pop
The agents in most contact-centres will use some sort of application for handling incoming calls (for example a CRM system). Without CTI, an agent using a CRM system must ask the caller for their personal details and manually search for their record.
Using CTI, the system will use the telephone number of the caller to automatically search the customer database and display the caller’s details as soon as the call is answered and will therefore save time. Assuming that CTI saves 20 seconds per call and each call lasts an average of 3 minutes, CTI is effectively increasing efficiency by 11%.
Predictive Dialling
Predictive dialling is designed for contact-centres that handle large quantities of outgoing calls. Without predictive dialling an agent may need to make several calls before actually speaking to a person. With predictive dialling outbound calls will be dialled automatically, and will screen pop on an agent’s PC only when they have been answered by an actual person. Predictive dialling does not work well in small contact-centres or where the call duration is very unpredictable.
Web Call-back Request
When a customer enters their phone number on a web based form and clicks ‘call me’, an outgoing call is automatically made to their number and an agent connected.
Comino Connect’s CTI team has extensive knowledge of CTI technology on all major PBX platforms and is able to integrate with most software packages. The CTI team is able to provide consultancy, integration, custom development, training and project management for CTI projects.
