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Overview Computer Telephony Integration (CTI)

  • Screen pops so agents don't need to transition between screens for customer information
  • Agents know who is calling before answering the phone
  • Automatic caller authentication
  • Unified dashboard
  • More efficient call routing
  • Increase first call resolution (FCR)

Traditionally, computer telephony integration (CTI) has been very costly for contact centers to implement on premises-based systems. Today, the cloud enables seamless integration between inContact Cloud Contact Center and CRMs like Salesforce and Oracle. 

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Details

  • What is Computer Telephony Integration (CTI)?

    CTI is an technology that allows computers to interact with other channels of communication like phones, live chat, SMS, Social Media, etc. For contact centers, CTI enables to connection of these communications with customer information stored in CRM platforms.

  • Unified Desktop Experience

    With CTI, inContact allows agents to get all of the information they need about the customer on one screen. No more toggling between screens trying to connect current and historical customer data.

  • Lower Average Handle Time & Higher FCR

    Computer telephony integration allows agents to find information quicker, which results in lower average handle times and higher first call resolution rates.

  • Pre-Call Authentication

    Before even picking up the phone, agents are presented with caller information and authentication.

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