Computer edition integration second telephony

In other words, it is the use of computers to manage telephone calls. CTI also commonly describes the computerized services of call centers, including those directing phone calls to the appropriate department. It also involves using the personal computer PC to initiate and manage phone calls. Voice Recognition: This is used for authentication or message forwarding. Call Processing: This involves determining the method of call processing using live, recorded voice or touch tone entered input.

Interactivity: It provides an interactive response to callers. Managing Voice and Video ConferencingCustomer Data: It matches the number of callers with customer records and displays it for reference when talking to callers.

Fax Management: It allows fax message receptions and routing to suitable fax machines. CTI also can manage many other customer call and customer interaction records for sales, marketing and telemarketing purposes.

May 26, Other services. CTI Computer Telephony Integration is the technology that allows computers to interact with telephone systems. This makes it possible for users to perform all tasks related to calls, usually managed through a virtual PBX or call center software, directly from their PC desktop or even their mobile phone. This gives the virtual PBX or call center software agents a centralized control of all their communication media through a single interface.

With CTI, these tasks can be carried out from any device with an internet connection, benefiting smaller companies which lack the resources to maintain more expensive communication infrastructures. In addition, it is an excellent tool to improve productivity and bring flexibility to the organization.

Once we know about CTI, we will go on to explain some of the main benefits this type of technology can bring to your customer service :. The acquisition of this type of hardware is usually quite expensive and requires constant maintenance. CTI integration is a less expensive and more flexible solution. The only tool your agents will need is a device with an internet connection.

Goodbye installations! CTI integration makes the phone system a program. This program is designed to integrate with other programs to provide a better user experience. A CTI system can therefore be configured to work together with other services to improve productivity, foster cooperation and enhance the overall user experience. Some examples of integrations are: live chat services, email, call logging, purchase history, opinion polls, support requests, and many more. CTI systems allow agents to work with the phone, receiving and making calls and following up on customers, all through a simple and unified dashboard.

The book is an important manual for telecommunications managers and consultants, MIS managers, system integrators, application programmers, value-added resellers, and marketing managers who need to understand and appreciate the problems and rewards of integrating telephony with computers both now and in the future.

It is also an excellent textbook for university students studying CTI. Integrating the Two Worlds. The Computer and Telephony Environment. Integration Technology. Application Elements and Application Creation. Applications and Case Studies.