Computer telephony integration, or CTI, is a technology that connects phones to computers and allows them to interact. For agents, CTI puts data and call controls at their fingertips. CTI integrates with leading CRMs and 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.
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 the post-call wrap-up. That’s 30% of each call that could be time better spent. Whether your team works in sales, at a helpdesk, or a service desk, CTI brings information together and makes it easier for agents to complete these tasks so they can spend less time on processes.
Let’s say a contact center has 100 agents working a 7-hour day. With InGenius, they average 1 minute of savings per call. In just one day, they can make over 2,000 more calls – an increase of 20%.Calculate My ROI
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.
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.
Computer telephony integration (CTI) technology is a software product that connects phone systems and computers, specifically with a customer relationship management (CRM) system. This connection enables the coordination of the phones and CRM for computer-controlled phone controls, and to create a single source of data.
Watch the InGenius team talk about computer telephony integration (CTI) technology, which is primarily used in contact centers for desktop interactions that improve agent productivity.