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CTI (Computer Telephony Integration)


What Is It?

Contactual provides CTI (Computer Telephony Integration) which allows you to coordinate your applicaitons with your telephony, enabling you to
  • Coordinate telephony and data delivery to the agent (Screen Pop)
  • Control telephony functions from the computer (transfer, mute, conference, etc)
Contactual’s built-in CTI allows you to leverage telephony function through a WebServices API in virtually any Web-based APIs. We also have built out-of-the-box CTI integrations to leading CRM products. There is no need for expensive third party software or hardware. 100% of our customers use CTI, compare that to less than 20% of traditional ACD users.

What Are the Main Benefits?

  • Improve agent productivity, agents know who is calling and use the computer to invoke complex telephony functions with one click
  • Improve customer satisfaction, no need for customers to repeat information if they are transfered
  • CTI is built-in therefore no need for expensive CTI equipment and complex implementations

How It Looks

CTI

 

Experience It

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