What is CTI?
Computer Telephony Integration (CTI) involves seamlessly integrating your telephone hardware, computers, and your companies software applications. CTI solutions allow real-time caller identification and qualification which is accomplished typically by ANI (the number from which the call originated) or DNIS (the number being called). In cases where these features are not available, an Interactive Voice Response (IVR) System may be used to identify the caller by having them enter a customer number, social security number, etc. The ability of being able to qualify callers not only enables companies to react more quickly, efficiently, and cost-effectively, it also allows them to provide the same kind of personal touch that used to exist when a customer would walk into a bank and be recognized by their usual teller.
Linking your Computer to your Phone System. Computer Telephony Integration (CTI) adds an exciting new dimension to managing communications and information. CTI provides you with a link between two previously separate systems, your telephone system and your PC, utilising the full power of both, and delivering substantial benefits in enhanced customer service and personal productivity. Whether it s the one click convenience of dialling directly from your databases, having database records automatically screen pop for incoming calls, or managing your entire communications more easily and effectively from PCs, CTI provides the solution. Organisations can now integrate their computer networks and phone systems to create powerful business applications tailored to meet their specific communication needs. Call Kerry Wolski on 5451 8888 to discuss.
Computers these days are performing more and more functions that have traditionally been performed in other ways. One example of this is using a computer to make a telephone call. This is called computer-telephone integration, or CTI. One main form of CTI that gets a lot of press these days is VoIP, or Voice over Internet Protocol. This technology uses an Internet connection and a computer to make a telephone call. VoIP is a form of CTI, but it is by no means the only one. CTI has more traditional forms. One of the more traditional forms of CTI is when a computer acts as a call center. Computers can take the place of human operators, routing calls from caller to receiver. And it’s not just phone calls. CTI allows transmission and reception of FAXes and the aforementioned Internet phone calls. This includes email as well, since the transmission of an email message mimics a phone call. CTI also offers features traditionally found on non-computerized phones, including caller ID, call forw
