Application of CTI
Screen popups can give agents access to contextual details about callers the moment the phone rings.
CTI can also authenticate a call, screening its number against a database. These prospect and numbers are often stored in external CRM tool e.g. Salesforce.
CTI tools may be used to route incoming calls to the right agent. Calls can be routed based on a variety of factors including time-of-day, agent’s skills, and even based on which marketing promotion or search keyword triggered a call in the first place.
It can provide interactive voice response (IVR) to inbound callers, enabling them to provide input information on self-service basis.
CTIs can log and record calls in third party CRM tools.
It can handle call forwarding and call transferring functions.
It can display waiting live calls in a queue.
CTIs can help outbound reps/sales development reps dial more prospects using features like autodialing, click-to-call, predictive dialing and more.
It can also be used to trigger various applications based on inbound calls. This can be used to assist agents and help them sell more or provide better customer service based on callers’ intent.