Computer Telephony Integration
Computer telephony integration (CTI) provides a link between the telephone
system and computer (databases), to enable incoming and outgoing call handling
and control.
CTI adds significant improvements to customer service and staff productivity as the user is able to clearly see who calling them before they answer and present database information directly upon the screen of the person handling the call.
For outbound calls, users can take advantage of click to dial, meaning they click a button on the screen rather than dialling the number on the telephone handset, increasing efficiency and reducing dialling errors.
CTI delivers real business benefits in the following key areas: increasing staff productivity and efficiency, increasing call handling ability, improving customer service and enhancing staff morale.
Without CTI and customer identification callers can be transferred unnecessarily or left holding while the relevant information is found.
Britannic’s CTI “middleware” BriTEL acts as the glue between the telephone
system and a number of software packages (such as ProMARK), helping to
save time, improve service and deliver accurate and consistent advise to
the caller.
Britannic Technologies - Award Winning System Integrators of the Year