Top 10 Applications of Computer Telephony Integration

Top 10 Applications of Computer Telephony Integration

Patrick Hogan
Top 10 Applications of Computer Telephony Integration

There are countless of CTI (computer telephony integration) applications that make implementing the technology one of the best things you can do for your business. Here are the top 10 on our list.

1. Pop-up Screen/ Screen Popping
CTI integration allows you to implement a pop-up screen interface for your agents. Through this, you get a feel of the immense possibilities when communication integrates with information.

The screen popping CTI application opens up a dashboard whenever your agent interacts with a caller. This shows relevant information about the caller, as you’ve configured it in the system and depending on the applications and software you’ve integrated with your CTI.

You can display and log call origin, IVR selection, authentication status, as well as the caller’s issues, purchase history and support history, among other data.

CTI’s screen popping application lets you have more personalized conversations with your clients and prospects. Ideally, you should also be able to handle their requests more efficiently.

2. Speed Dialing
CTI’s speed dialing system is perfect when your team has to meet outbound call objectives. Speed dialers can be configured to continuously make calls, bypassing wrong numbers and busy signals. Agents are patched in only when a person answers the other end of the line. This often comes with a report on call volume, wait times and other call metrics. Increase the productivity of your sales team through CTI’s speed dialing.

3. Phone Flexibility/ Phone Control
How you make yourself accessible to your clients, prospects and team is flexible through CTI’s phone control or phone flexibility application. You can easily configure the system to “find you” when you’re not logged into the system. Use your mobile devices or laptop to connect. This can set you and your team apart from competition. Accessibility can be your edge when it comes to sealing deals and starting co-beneficial business relationships.

4. Call Routing
CTI’s intelligent call routing lets you become more responsive to your callers. Route calls according to their IVR selection, demographics, call history, agent specialization and availability, among other factors. This can mean faster call processing, happier (or less frustrated) callers, and more efficient call agents.

5. Call Transfers
Call transfers are also better implemented through CTI. This isn’t just about transferring calls from person to person. CTI’s call transfer application allows for seamless agent transitions, wherein data about the caller is transferred too.

This unburdens the caller from having to repeat their information. It cuts call processing time, which is especially important in compound support calls.

6. IP Telephony and Conferencing
Collaboration has improved by leaps and bounds because of IP telephony, particularly through its low-cost IP-based broadband multimedia telecommunications. A direct result of this is the more rampant use of conferencing applications.

In the past, sales presentations had to be done in person. Inside sales people, then, were not as effective as those in the field.

Today, location has become irrelevant. IP telephony and conferencing applications bridge the gap – connecting agents with prospects and customers as if they’re meeting face-to-face. How effective your team is in utilizing this application depends on their skills, and the available sales information and supporting tools. The technology is already there – fully developed – for you to integrate and optimize into your sales processes.

Other IP telephony and conferencing applications include team collaboration, multi-location meetings, and remote training sessions.

7. IVR (Interactive Voice Response)
Your IVR application is perhaps your first-line interaction with your audience. It is your first try at making a good impression. Configure your CTI’s IVR application correctly and optimally, and you get efficient, personalized and data-driven interactions – not to mention, happier customers and prospects.

Your IVR application uses keypad and voice DTMF tones to communicate with your servers. Through IVR selections, callers can reach specific persons or departments. They can also do basic account processes, such as status inquiries and password updates, among other tasks.

An optimally configured IVR can cut down call processing time, reduce call traffic and make a good first impression.

8. Advanced Call Reporting Functions
One of the best things about CTI is that you can put together data into reports that help you see the big picture. Analyze the many aspects of your business, such as call traffic, inbound and outbound sales calls, and support requests.

Through CTI’s advanced call reporting functions, you can parse through historical data to gain insight on how effective your team or call agents are. See where there are support gaps and do something about it. You can also assess real-time data when you want to zoom in on your agent’s interpersonal and problem solving skills.

9. Voice Recording Integration
Voice recording integration plays an important role in contact centers where the quality and integrity of interactions are crucial. Voice recording applications allows you to record and archive voice calls in order to improve your team’s effectiveness, reduce liabilities and comply with industry standards (such as the Payment Card Industry Data Security Standard/ PCI DSS).

Record calls and access these later on for future assessment. Or, you can also conduct real-time monitoring across mixed telephony environments.

Through Voice Recording Integration, you don’t just have textual data as basis for agent training, reporting and assessment. You also have voice data that protects you from liabilities, and supports the initiatives and changes you implement for your operations.

10. Call Center Functions
Because the development of CTI into what it is now was partly in response to the needs of the call center industry, it’s not a big surprise that call center functions are some of CTI’s top applications. Automatic caller authentication, whisper coaching, call barging and warm transfer (among so many more call center functions) are key functions that drive the adopting of CTI technology.

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