CTI : Computer Telephony Integration
The combination of telephone system technology (PABX) and computer technology enables them to work together in more areas such as call control or data capture occurring on the phone system plus displaying the results of the calls to increase the efficiency for each specific business model.
Why does the call center have to start using the CTI system?
The use of CTI in Web Applications is popular in foreign countries to reduce staff work time and make it more convenient to inspect staff work, including phone systems, in detail. This can be done by using data from calls information, such as customer’s phone numbers (ANI) and incoming phone numbers (DNIS) to further the development of the application in order to achieve the following;
Screen Popup
Screen Popup is the use of customer telephone numbers to search for Customer Profile information, Customer Transaction history to be displayed on the screen of the answering staff. The customer details will be displayed before the client receives the call, allowing staff to have time to prepare the information to talk to the client as well as being able to check the previous call list. In addition, the CTI system can also collect the information that the customer presses in the interactive voice response (IVR) to be displayed on the screen so that the user is able to know the purpose of the call before start talking to the customer. The system can use this information to work in recording the call lists and various data of the voice calls to fully integrated with different organizational systems such as Workforce Management or CRM.
Auto Dialing
Auto Dialing is an automatic dialing system to customers using various settings according to the conditions specified by the system manager. It uses the customer’s phone numbers to analyze and creates the calling pattern. After a call is answered, a pre-recorded voice is played, or the call can be routed to an available agent to start talking to the customer, reduces the time that the agent has to wait for the customer to pick-up. This feature is very useful for the premium payment tracking system or information notification system. It can also be used for other types of dialing, such as Preview Dialing or Predictive Dialing, which have different calling capabilities.
Call Control
Call Control or Softphone are the applications that act like a telephone that is installed on a computer. Some can work on a web browser. The user can pick-up or make a call from the computer. The capability of this application is no different from using the physical telephone. This helps decreasing the cost to purchase and maintenance the equipment, or it can be use for remote working as well.
Auto Transfer
Auto Transfer or Data Transfer is a feature that the call is sent with some additional information which can be the description, membership information, or other relevant caller information that helps the agent to work faster by not have to ask that information again from the calling customer.
Intelligent Call Routing
Intelligent Call Routing is a computer technology that search for the caller number from the database to match with criteria so that call is routed to the right work group. For example, when a number in the VIP call list is calling, the call will be set as the highest priority or be sent to the VIP call flow instead of the regular call flow that might have a long waiting queue.
CTI Case
CTI Survey
Softphone
