Top 5 Benefits of Computer Telephony Integration (CTI)

June 10, 2022June 10, 2022 by Nick Jones

Projections show that the global computer telephony integration (CTI) market will reach a value of $5.366 billion by 2028.

Customer call centers have a lot going on and can be difficult to manage, but CTI software helps with this. Almost any business that uses CTI software sees notable improvements in terms of business operations and customer satisfaction.

So what Is CTI, and how can your business benefit from it? Keep reading to find out.

1. Greater Call Control

CTI software can give you a lot more control over your company phone system. Call centers can get incredibly busy, and this makes it harder for your workers to keep things organized.

Integrating your agents’ calls with their computer systems can provide them with a range of features to help keep things on track. Things like click-to-dial and call transfer may seem like small upgrades, but they can help improve overall efficiency significantly.

Increased productivity leads to faster call handling, which will improve overall customer satisfaction.

2. Automated Call Logging

A CTI system can track and log all calls. Through this, you can analyze customer behavior and work to improve your customer service.

The fact that this can be automated eliminates the risk of agents forgetting to log data. It will also prevent any incorrect entries that might occur due to human error.

3. Call Reporting

Through call logging, various pieces of data can be collected. CTI software stores this data within the CRM, and this can later be used for training, staff improvement, and tracking customer experience.

By having a record of everything, you can also better protect your business if there are any disputes made after a call. All of this makes it much easier for contact center managers to keep track of how their team is performing, and determine what improvements need to be made.

4. Detailed Customer Information

Your agents will have a much easier time handling calls if they have all the information they need. With CTI software they can have any necessary details presented in front of them.

This could include things such as customer names or contact details. Maintaining this information will help calls go smoothly. It will also give customers a more personalized experience, making it easier for your agents to engage with customers and improve the service provided.

It’s much easier to have all of this information in one system so your agents won’t have to look through different platforms and databases to get everything they need.

5. Increased Collaboration Within Departments

Salesforce CTI software includes a range of features that can make collaboration across your whole company much easier.

Call routing can ensure customers are always transferred to the correct department. CRM integration will help all of your employees get accurate and up-to-date information about customers.

Taking advantage of this will help deal with customer issues quickly and effectively.

Does Your Business Need Computer Telephony Integration?

Many businesses operate without computer telephony integration, but if you want to make improvements this is a great way to go about it. You can make things easier for your workers, streamline business operations, and improve customer service all with one tool.

For more business articles check out some of our other blog posts.