Making old tech new: computer telephony integration
What is computer telephony integration (CTI)?
Computer telephony integration (CTI integration) is a technology that integrates phones with computers in a way that the two can interact and communicate with one another. Computer telephony integration makes it possible for companies to use computers to manage call centers and phone support.
With Zendesk, all customer interactions and data are stored in a single location, meaning call center agents always have the context they need to provide great support.
All in all it was not a very efficient process. Agents made dialing errors, call forwarding was problematic, and without simple ways to measure performance, improvement was almost impossible. Luckily all of this can be solved with computer telephony integration.
- Advanced caller ID. Companies can automatically capture details about customers so when they call, the agent will have access to that information before they even answer the phone.
- Endless integration possibilities. Computer telephony integration makes it possible to sync the data from phone calls to CRM, ticketing, and ecommerce systems, ensuring phone calls data doesn’t get siloed.
- Metric reporting. With CTI integration it’s possible to easily measure important metrics like average call time, number of issues resolved with one call, and customer satisfaction.
The right fit for your business
Zendesk customer service software integrates with many telephony business applications, allowing companies to take their phone support into the digital age. Call forwarding, autodialing, metrics analysis, advanced caller ID, and many, many other advantages are only ever a click away. And with Zendesk, all customer interactions and data are stored in a single location, meaning call center agents always have the context they need to provide great support.Give phone support an upgrade
There are many ways to take better advantage of offering phone support for customers. Learn more today.