Today businesses and organisations are faced with many challenges. Gaining new customers, retaining existing ones, controlling costs and perusing competitive advantage combined with accelerated growth and pace of technological developments. In small, medium and even larger enterprises the prospect of implementing and integrating technology for commercial advantage can be daunting.
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If the implementation of CTI is wrong it could be an expensive mistake with more than just a financial cost. If it’s right it can transform business growing sales maintaining and sustaining competitive advantage. By utilising Office SolutionsTM fully integrated flexible and modular computer telephony integration it is possible to achieve the right solution for your business whatever its size or requirements.
Advantages of Computer Telephony Integration (CTI)
Desktop functions provided by CTI
Screen popping – Callers information is displayed (caller’s telephone number CLI or ANI and number dialled DNIS allows Screen Pop on ringing or answer) generally this is used to search business applications for the caller details.
Dialling – Ability to dial directly from applications and automated dialling (campaign, preview and progressive dialling).
CTI PC Screen Dialling Methods
Call & Phone control – Control calls from PC such as answer, hang up, hold, transfer, conference, and feature control such as call forwarding, divert, DND etc.
Screen Transfer – Call and data transfer between two users/agents (i.e. pass on the Screen pop and qualified data with the call.).
Integrated Voice Recording – Embed links to audio voice recordings into CRM applications providing direct playback of conversations.
Call Centre Functions – Allows both agents and supervisors to control log in/out to match call loads and control other states such as agent (Ready, Busy, Not ready, Break, etc.).
Cat5 straight patch lead required for IP connection between LAN and PC or Server
Note: Connection method depends on the type of telephone system being used