For all intents and purposes, it does seem like the future of CTI is today. The technology has come a long way since the simple screen population technology.
In fact, back in 1996, an article by Guy Matthews predicted three CTI technologies that would shape how the masses communicate in the future: internet phones, faxback and international callback. All of which are now readily available – or even basic – with today’s CTI technology.
So, what lies in the future of CTI? Has the technology reached its peak? What should we look forward to when it comes to CTI integration?
The Future of CTI in the Clouds
Cloud computing has paved the way for the mass adoption of CTI, as well as other technologies. It has made powerful systems, platforms and applications available to practically all kinds of businesses. Through scalable service offerings, small- and medium-sized businesses can use technologies, such as CTI, to compete on the same level as companies with more technical expertise and thicker wallets.
That’s the beauty of cloud computing – and, in the world of IT, it is huge. Projections made by technology research company Gartner Inc. peg the worldwide market for public cloud services to be worth around $204 billion in 2016. Alongside this, the cloud application services (SaaS) industry is worth billions of dollars too, with a projected 20% yearly growth. The SaaS industry is seen to grow to $132.57 billion by 2020.
These numbers reflect the future of CTI. As the cloud computing industry grows, cloud-based CTI services become more accessible, at low levelled off rates. Because of this, the CTI market will lean further towards cloud-based services. You just won’t be able to deny the key selling points: cost-effectiveness, scalability and accessibility.
The future of CTI is also mobile. According to a study made by the Emergence Capital Partners (ECP), there are more than 300 mobile enterprise app companies in operation. These companies focus on key segments that include communications, task management, and events and contacts management. This falls right in the turf of CTI integration and unified communications.
To date, there is an increased demand for a better communications platform, one that consolidates your interactions with your contacts, clients or prospects, whether it’s through voice, email, chat or SMS. This platform makes such information available across your desktop and mobile devices.
A future where mobile access is already a requisite part of CTI integration is a future where business booms. According to research firm Forrester, companies that encourage the use of mobile applications grow faster than those that don’t. After all, agents and employees who are not tied down to one place tend to become more accessible, reliable and productive.
Social Media Integration
Social media is part of the future of CTI too. Through CTI integration with business applications, such as CRM, communications on social media can be accessed through a singular platform. There is no need to switch platforms to respond to social media interactions.
What should be noted, however, is the increasing use of social media to interact with businesses. Companies miss out if they neglect interactions within this channel.
There is still a need to make social media communications easier and simpler for your agents and sales team. The future of CTI – where businesses get the full advantages of optimizing their marketing, sales and support processes – demands social media integration that is unified and efficient across all devices, regardless of agent location.
As with all technological advancements, communications technology deals with attempts to exploit its vulnerabilities on a regular basis. This is ‘business as usual’ in technology. However, with the massive amount of data that comes with CTI integration, the future of CTI has to be more secure. In fact, according to a 2016 survey by Society for Information Management (SIM), 36% of IT heads rank security as their number one concern
Improved security when it comes to CTI integration has to cover all the bases, from cloud-based data to on-site and third party hosted information. Ultimately, this impacts how you do business and how you are perceived by your target market.
Better User Experience
Applications integrated with your CTI system upgrade fast and regularly. This improves the scope of the technology. In many cases, upgrades also introduce new ways for you and your team to accomplish tasks and goals. This increased efficiency requires that you adapt to upgraded technology fast.
Improving the user experience through simplified and intuitive interfaces is a way to hasten your team’s learning curve. Improved interfaces are actually crucial since your CTI system is integral to your business’ day-to-day. The faster the learning, the quicker you can get back to efficient work.