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List of Call Centre Terminologies

What is Computer Telephony Integration (CTI)?

The phrase "computer telephony integration" (CTI) refers to any technology that allows computers to communicate with telephones. This technology is largely employed in contact centres, and it is frequently used to describe desktop interactions that boost the efficiency of human agents.

CTI's capabilities

CTI can be used for many different purposes. Some examples are:

  • Screen popping—Triggering a caller's number (ANI) or number dialed (SDNIS) as well as other customer information at the time of a call.

  • Click-to-call, power dialing, and autodialers are all forms of automated dialing.

  • Answering, hanging up, and holding a conference call are just a few of the phone's functions.

  • Intelligent Voice Response (IVR) time-based routing, skills-based routing, and another call routing/transferring techniques are available.

CTI's applications

  • Agents may use screen pops to get contextual information on callers as soon as the phone rings.

  • CTI can also verify a call by comparing its number to a database of numbers. These prospect and customer numbers are frequently recorded in CRM software such as Salesforce.

  • Inbound calls may be directed to the correct agent using CTI capabilities. Calls can be routed based on several factors, including the time of day, the skills of the agent, and even the marketing promotion or paid search keyword that prompted the call.

  • It can give inbound callers interactive voice response (IVR) so that they can self-serve.

  • Salesforce CRM technologies allow CTIs to track and record calls.

  • It can perform services such as call forwarding and call transferring.

  • It can show a queue of pending live calls.

  • Using dialing auto dialing, click-to-call, predictive dialing, and other CTIs, outbound representatives/sales development reps may dial more prospects.

  • It may also be used to launch multiple programmed in response to inbound phone calls. This may be used to help agents sell more or give better customer care based on the intentions of callers.

In today's systems, how does this work?

Screen pop and click-to-call are both typical features on modern telephone networks. Businesses are finding it easier to connect their processes because of the advent of IP phone systems. Because IP phones currently employ a digital signal that is transmitted over the internet, this is the case.

Call centres are now concentrating their efforts on creating more complicated integrated operations including telephony and other essential business platforms.

Every event during a call, such as transfers, IVR options, or updated client data, may be exposed and recorded by modern call centre platforms. Then, as a result of that occurrence, other interconnected systems may be affected.


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