Computer Telephony Integration (CTI) is the
advanced technology that serves as the focal point of the working of
modern call centers. It integrates the organization's computer and
telephone systems and the facilitates effective applications to make
every phone call, inbound and outbound.
The Concept
Although the most widely-known CTI application is screen population or
screen pop, CTI is also used by other call center applications
including:
- Quality Monitoring
- E-mail Management
- Predictive Dialing
- CRM
The CTI software is a rich set of
phone software library
routines that enable the application programs to control the phone
system. It helps increase
employee productivity, enhance
customer service and
reduce costs by combining the capabilities
of phone system with the
custom functionality of Windows, Unix
or Web applications. Data collected by the phone ACD (Automatic Call
Distribution) or IVR (Interactive Voice Response) systems can be passed
to the PC, Unix or Web applications through the phone software.
Features of CTI Software
- Launch PC/WEB applications - Specific PC, Unix or Web
applications can be automatically launched using the telephony
software based upon data provided by your phone system.
- Caller Identification (Caller ID or ANI) - Information from the
existing caller database appears on-screen when the telephone rings
and remains on the screen during the call.
- Called Number Identification (DNIS) - With each call, special
campaign information can be displayed from the application based
upon the number dialed by the caller.
- Vital information collected by the phone system from the caller
can be passed to the application. The computer telephony integration
software manages this process and free agents to be more productive.
- Any phone number can be pointed or clicked in the computer
database or Softphone. The telephone then dials the call - a must
for maximizing the productivity of outbound telemarketing or call
center service desks.
- CTI software system allows to generate real time reports and
graphs. This important measuring system helps you observe and
control the performance of call center and phone system with clear
and meaningful displays. Graphs and charts of operational statistics
let you measure the effectiveness of each user and campaign. Reports
and graphs include both inbound and outbound statistics.
Products of CTI Software
- The CTI software products include Universal Phone System (UPS)
that links various industrial phone systems with applications
programs using computer telephony integration software. The phone
system is one of several PBX systems supported by the UPS. The DSC
Universal Softphone is just one application that works with this
system.
- Embedded Phone Software Functions CTI software includes a rich
set of phone functions that can be used within any existing PC or
Web application:
- Phone System Login and Logout
- Remote Agent Login
- Receive incoming calls
- Transfer calls
- Monitor calls
- Place Calls ON/OFF hold
- Voice Mail Retrieval
- Phone Software Records Calls
- Record Call History
- Direct calls to phone system IVR
- Place outside call and transfer call
