The global computer telephony integration market reached a size of $1.73 billion in 2021.
Computer telephony integration (CTI) has become very popular across a range of industries in recent years. Technological advancements have made it an effective solution for almost any business that deals with customer calls.
If you want to know more about CTI and how it can help your business, keep reading.
What Is CTI?
CTI is a technology that integrates telephone and computer systems together within a business. An operator can use a CTI system for a range of tasks such as:
- Making outbound calls
- Receiving incoming calls
- Call transferring
- Call logging
- Looking up data
Salesforce Open CTI provides these functions directly from a Salesforce record, so there is no need to install any additional CTI software on a system. Instead, it uses various apps to carry out a range of functions.
Salesforce Dialer is often used for call functions but is far more limited than CTI. Fastcall, for example, adds several capabilities such as voicemail drop, dial by list, and listen-in.
Benefits of CTI
There are various options when it comes to CTI software, and they all offer a range of advantages. Knowing what these benefits are will help you better decide if CTI is right for your business.
Features like IVR (interactive voice response), call routing, and automatic callback allow agents to work in a much more streamlined fashion. They can help customers resolve issues quickly, and won’t get overwhelmed by the volume of calls.
This leads to improved customer satisfaction in almost all cases.
Only using landlines is essentially impossible for modern businesses. While PBX systems have been widely used in the past, CTI is generally more cost-efficient when it comes to installation and maintenance.
Call Flow Control
CTI systems provide features like inbound call queueing, call routing, and ACD (automatic call distribution). These make it easier for your agents to handle calls and reduces the time customers spend waiting. Improving operations in this way will result in greater worker and customer satisfaction.
Sales and Software Integration
Most CTI platforms make it easy to integrate various pieces of software for increased functionality. You can choose which apps to add based on the nature of your business and the features you need. This way, you can create a customized platform that makes everyday operations much easier for your agents.
One of the main goals of any business is to grow and expand. While this is always beneficial, some issues can arise when this happens.
If you have systems in place that can’t scale to meet business demands, you might run into trouble as your company expands. CTI software is ideal for any business size, and you can make changes at any point to meet your needs.
Does Your Company Need Computer Telephony Integration?
Businesses that use computer telephony integration tend to have much higher productivity, better customer interactions, and increased profits. You may be able to manage your business without it, but you’ll be missing out on all of the benefits that CTI software provides.
For more business articles check out some of our other blog posts.
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