CTI is technology that brings the computer and the telephone together. It is useful in call centers or businesses that deal with a high volume of outgoing calls. In our world today, contact channels have expanded from simply using your voice over a telephone.
Common functions of CTI include call information display which shows incoming and outgoing call information, automatic and computer controlled dialing which allows more calls to be made, full phone control which controls the answer, hang up and hold functions of the call, call center phone control which allows users to log in to their account and check messages no matter their location. Call control and quality monitoring features allow conversations to be recorded and analyzed –this feature is helpful during employee training periods. Coordinated phone and data transfers allow for on-screen data transfers between two parties during a call. This technology is essential in boosting productivity within a call center.
Jul
27