Computer telephony integration

Computer telephony integration provides the missing link between your phone and CRM systems.

CTI implementations range from small office-based systems to highly specialized and resource intensive call centers; so whatever the size of your CRM system, you're closer to your customers.

CTI extends the value of new or incumbent CRM systems by enabling more effective communications capabilities. CTI creates efficiencies by:

• Displaying contact and account details when you answer the phone,
• Enabling informed interactions that put you in charge of your communications,
• Recording phone calls against contacts and accounts,
• Eliminating missed calls and wrong numbers with one click dialing,
• Managing the phone and CRM system from a single desktop interface.

CTI in CRM systems

CTI plays a key role in delivering customer care strategies. It enables the creation of an image of professionalism and efficiency by providing call handlers with the information they need to provide targeted and well communicated services.

Common objectives for CTI solutions are:

• Improve customer care,
• Achieve a competitive advantage,
• Use the service as a unique selling point,
• Increase efficiency and productivity,
• Increase cross-selling opportunities.

A CTI system enables the collection of data critical to your ability to understand your market and customer base. You'll develop relationships with individual clients based on your knowledge of their buying history. CTI gives organizations the ability to provide individual care to every customer.