SoftGuide > Functions / Modules Designation > Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI)

What is meant by Computer Telephony Integration (CTI)?

"CTI" stands for "Computer Telephony Integration" and refers to the integration of telecommunication systems with computer systems. This integration enables the use of telephony functionalities directly within computer applications and vice versa.

Typical functions of software in the "CTI" domain include:

  1. Call control: The software allows users to initiate, answer, transfer, or end phone calls from a computer.

  2. Call identification: The software displays information about the caller, such as name, number, and reason for calling, before the call is answered.

  3. Call log: The software maintains a log of incoming, outgoing, and missed calls to provide users with a history of their call activity.

  4. Automatic call distribution (ACD): The software automatically distributes incoming calls to available agents based on predefined rules or algorithms.

  5. Call recording: The software allows for the recording of phone calls for later retrieval to support quality assurance, training, or compliance.

  6. Customer information retrieval: The software integrates with CRM systems to automatically retrieve customer information when calls come in and present it to the agent.

  7. Click-to-dial: The software enables users to dial phone numbers directly from computer applications by clicking on a button.

  8. Real-time call monitoring: The software provides features for monitoring calls in real-time to analyze agent performance and improve service quality.

  9. Integration with other enterprise applications: The software seamlessly integrates with other enterprise applications such as CRM, helpdesk, or ticketing systems to enable holistic customer service.

 

The function / module Computer Telephony Integration (CTI) belongs to:

Interfaces

Credit card import
DEÜV, ITSG, REHADAT
Integration of office software
Interfaces for employees and visitors
Mail-In/Scan-In function
MS Excel interface
MS Exchange interface
Outlook integration
Remote configuration
System components
Tax consultant interface
Web service integration

CTI

Software solutions with function or module Computer Telephony Integration (CTI):

authensis ACHAT
Dialfire - Outbound Callcenter Software
FLINTEC IT - Alerting by telephone and SMS/email
FLINTEC IT - Automatic telephone reception with telephone exchange
PROJEKT PRO
Projektron BCS - Web-based project management software
SOG ERP, WMS und E-Shop
TOPIX ERP
FreePBX