The Power of Computer Telephony Integration

Computer Telephony Integration is not the most concise or exciting-sounding of phrases, to be brutally honest with you. It’s a bit of a mouthful too, so we will refer to this as CTI – I’m sure you’ll be glad to hear.

Now you are here; you may as well stick around and find out why CTI is one of the most powerful tools for improving your business’s level of customer service.

Without further ado, let’s get stuck in.

Computer Telephony Integration – What is it?

Why keep your phone and computer apart when they can do so much more together? As the name would suggest, CTI directly integrates your phone system with your computer system, allowing you to bring a whole host of new features and functionality to your telecoms. Sounds good, right?

With CTI, the moment a call is received, the customer’s details will immediately appear on your computer screen, which allows you to offer a personalised service, by greeting clients by their names when they phone in.

Computer Telephony Integration – How Can It Help?

So now you know a bit more about what computer telephony integration is, I’m sure you can see the benefits it can have.

Not only does it demonstrate an excellent level of customer service, but computer telephony integration also makes life easier for your staff. How? Let’s find out.

A Personal Level Of Service…

Don’t you hate it when a company has to spend ages looking up your details, or doesn’t have the foggiest who you are? I know I do. It can be incredibly disheartening when they still can’t get your name right after many years of loyalty to a business. It’s not good enough but how can they fix this? You guessed it – computer telephony integration.

With 73% of customers falling in love with a company and remaining loyal due to friendly customer service, you must ensure your clients feel appreciated. Choose computer telephony integration and show an exceptional level of personal customer service by greeting your regulars by name when they call in.

Improve Staff Efficiency

Whether we like it or not, many businesses spend a fair chunk of their day on the phone. If your employees are akin to spending plenty of time on the phone with different customers each day, computer telephony integration can drastically improve your teams’ efficiency in handling calls. How?

If your team repeatedly has to spend time obtaining customer details on every call, this can be very time-consuming, especially if the person on the other end of the call has a bad signal. CTI improves call handler efficiency by removing the need to ask the same questions. Can’t say fairer than that!

If you want to find out more about CTI or any other of our amazing features, give our expert team a call on 01794 339 339, and we can bring you a simpler, smarter phone system, as well as a lower monthly bill. 

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