CTI - Computer Telephony Integration

Handle rising call volumes without draining budgets

Whether you’re expanding or aiming to improve contact centre service integrations, Computer Telephony Integration (CTI) yields many benefits.

CTI bridges the gap between customer communication and business applications such as bill payments, service desk and industry-specific systems. You can leverage CTI to achieve a single view of the customer, empower your call centre agents and enhance CX.

Our standards-based CTI software will enable application developers and systems integrators to create solutions at a dramatically lower cost. Use out-of-the-box integration with major communications systems to create voice self-service, call centre and UC solutions for IP and TDM networks.

Intelligent Routing

Leverage telephone network information and IVR data to route the call to the right or best qualified agent. Eliminate unnecessary transfers and increased first call resolution rates.

Screen Pop

Instantly retrieve customer data from your CRM or enterprise database to display on screen when agents receive the call. This can be used standalone with your existing system.

Click-to-Dial

Organisations making a high volume of outbound phone calls can realise significant savings. Slash time lost to misdialled numbers with a single mouse click from a computer.

CTI for CRM

Gain instant access to full interaction histories via our CTI applications for CRM systems. These include Salesforce, Siebel, Oracle, Microsoft CRM dynamics and more.

Interactive Voice Response

Enghouse Interactive develops one of the most widely used IVR voice and video development tools. Leverage data initiatives and help resolve customer issues more quickly.

Reporting

Provide an end-to-end view of the entire transaction cycle. For example, track the total customer experience and value such as sales per shift, service calls resolved per hour, etc.

Remove the Burden of Computer Telephony Integration (CTI)

Reduce the development time, cost and complexity of building CTI applications. Benefit from CTI capabilities such as intelligent routing, screen pop, click to dial.

Leverage your existing contact centre investment

Incorporate sophisticated CTI functionality into your contact centre to increase customer satisfaction, agent productivity and revenue opportunities.

Any Contact Centre, Any PBX

As our CTI integration supports most platforms, organisations can easily migrate or extend their existing contact centre onto other PBXs. It is fully compatible with many PBXs/ACDs from leading providers such as Avaya, Cisco, Alcatel, Microsoft and Siemens. This represents huge cost-saving potential for multi-vendor switch environments, using one contact centre solution across their whole PBX estate.

CTI Adds More Value to Customer Interactions

Integrate with your CRM or database to provide a more personalised and knowledgeable service to customers. Easily identify opportunities to up-sell and cross-sell based on their interaction history.

Find out how you could lower the cost and reduce the development time of computer telephony integration for your business.

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Related Resources

Handle the rising call volume without draining budgets by optimising contact centre efficiency with Computer Telephony Integration (CTI).

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Computer Telephony Integration (CTI)

Optimise contact centre efficiency