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Computer Telephony Integration (CTI)
Overview
Computer Telephony Integration (CTI) allows you to integrate your applications with your telephony, enabling the:
- Coordination of telephony and data delivery to the agent (Screen Pop)
- Control of telephony functions from the desktop (transfer, mute, conference, etc
- Alternatively, as Contivio is delivered both via your browser and VoIP handset, Contivo goes beyond just contact center functionality and can be used to replace your existing phone system i.e. sales team and Agents use the browser delivered in-built Contivio softphone whilst the management team can use any VoIP handset...there's no other solution like it!
Contivio’s built-in CTI allows you to leverage telephone functionality in virtually any Web-based API. We’ve also built out-of-the-box CTI integrations to leading CRM products, meaning there’s no need for expensive third party software or hardware. 100% of our customers use CTI, compared to less than 20% of traditional ACD users.
Main Benefits:
- Improve agent productivity: Agents can immediately identify the caller and access multiple functions right from the desktop
- Improve customer satisfaction: No need for customers to repeat information should they need to be transferred
- Built-in CTI: No need for expensive CTI equipment and complex implementations
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