CTI (Computer Telephony Integration)

CTI, also called computer telephony integration, is the service that allows for communication between your computer and your telephony system. With all of the mediums of communication available to the consumer today, the traditional definition of CTI has been expanded to include the integration of all mediums (voice, email, internet, facsimile) to a computer telephony system environment.

How can I use a CTI service to improve Customer Service?

World class businesses value their customers. Computer telephony integration allows your agents to spend valuable time building customer relationships using personalized service.

What are some of the benefits of a computer telephony integration system?

1. Computer screen popping. CTI “screen pops” the customer information generated from their Caller-ID into your agents' system.
2. Automatic dialing. CTI uses Predictive Dialing/Reverse-911 systems, programmed to make outgoing calls.
3. Call Center / Customer Service Management. Computer telephony integration allows agents to use the computer to log into their phone system, and update others of their current call status.
4. Unified Messaging. Use CTI to convert voicemails to .wav files and send them to your email inbox to be shared/played.

How does a CTI service reduce costs?

1. A computer telephony integration system uses automatic data transfer to reduce call times, increasing the service call volume your live agents can handle.
2. UseCTI with your current customer relations management (CRM) system for greater service efficiency.
3. Computer telephony integration simplifies agent workload, reducing stress. Screen pops reduce customer frustration, increasing agent job satisfaction which leads to fewer sick days and increased productivity.

It's time to utilize a computer telephony integration service system. Let McEnroe Voice and Data evaluate your system and show you how an advancedCTI service will work for you. Through consultation we can determine the computer telephony integration system that is right for your business. Our offices in Baltimore, Maryland and Washington DC / Virginia are ready to serve you.

Call today to determine if CTI is right for you!