CTI: The Bridge to a More Cost Effective Contact Center

Computer telephony integration (CTI (News - Alert)) technology, which synchronizes and blends telephone and computer interactions, has been around since the 1970s. While CTI offers a business many different benefits, the major users of this technology are contact centers that utilize CTI to reduce costs, decrease call handling time and improve efficiencies. The most common application of CTI is a “screen pop” where the CTI technology provides agents with caller information on their computer monitor as soon as the agent picks up the call. Additionally, CTI has the ability to authenticate and verify callers, route calls to the most appropriate agent through intelligent call routing rules, and allow call centers to fully utilize technologies such as interactive voice response (IVR), automatic number identification (ANI), and voice and video conferences.

A CTI application offers businesses the ability to increase profits by not only lowering expenses, but also, and perhaps more importantly, through brand differentiation and increased customer loyalty. Implementing CTI has numerous benefits to the enterprise and the caller. It is able to dramatically improve customer satisfaction while simultaneously reducing call center costs. It also is able to improve security by eliminating a potential breach point.

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