With the advances in computer hardware and software, it is now possible to integrate computer systems with telephone systems, creating computer-telephone integration, or CTI. By connecting telephone systems through a computer, computerized call centers have become possible, which provides businesses with an opportunity to reduce IT and personnel costs by utilizing the capability of a computer system to handle incoming and outgoing calls in an efficient manner unmatched by a person. The use of CTI as a call center for a business means that the speed and efficiency of a computer is driving business growth through the way that a computer answers and handles telephone calls, freeing the company to focus on other areas of business rather than worrying about call centers and dealing with directing customers and clients to the proper person within the company.
CTI systems are capable of a multitude of tasks which would normally be carried out by call center personnel. Examples of what a CTI system may do to help alleviate or eliminate pressure on a human-staffed call center include caller authentication, voice recognition, voice or video conference management, fax message routing, and initiation of a computer agent to assist a customer.
By implementing a CTI system, businesses are able to add functionality to their call center. Computers are capable of carrying out tasks that generally people cannot do or take longer to do. A computer is capable of matching a voice to a voice stored in its system and direct the caller to the right person or department. Computers are faster and more efficient than their human counterparts, and there is less overhead cost associated with a computer system.
The benefits of a computerized call center may not be readily apparent to a business owner or manager, but computers are slowly taking the place of humans in a variety of capacities. A single computer is capable of handling multiple calls at any given time, while a single human is only able to handle one call at a time. Just the fact that a computer can multitask in ways that people cannot justify the use of a CTI system in a business. But the variety of tasks that a computer can follow through on also sets a computerized call center apart from one staffed by people. The ability to take a call and route it based on what a person says in a manner that is more efficient than a person is able to do demonstrates the effectiveness of a computer system for call center purposes.
Many businesses are wary of implementing a computer-based call center. This is understandable – using a computer to replace a human may seem risky or like something out of the future. But the facts speak for themselves when it comes to the effectiveness of CTI. By integrating computers into the telephone system of a business, business owners are able to reduce costs by not having to employ multiple people that are replaced by a single computer. A computer system may have a large upfront cost, but the cost of maintaining that system is minimal compared to the hourly rate paid to a multi-person call center staff.
Tenfold knows how to best implement a CTI system for your business. When you are ready to sign up for a CTI system, please contact us, and we will get started with the setup of a system that will help replace a traditional call center and help your business focus on driving growth without having to worry about call center personnel and the associated IT infrastructure that goes with staffing and maintaining an effective call center.
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