Computer Telephony Integration

Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI), allows contact centre agents to access customer profiles and manage customer data during support or sales calls. As soon as an agent connects with a customer, a screen pop appears on the agent’s desktop with the customer’s information from the CRM for the agent to reference and edit. The result is higher efficiency and more effective customer experience interactions. CTI is an integral part of our cloud contact centre solution. It provides agents with customer data, purchase history, and information from previous interactions — all delivered instantly to the agent desktop or integrated CRM interface.

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