Custom CTI Software Solutions

Computer telephony integration (CTI) software is a communications solution that connects phone and computer systems to help organizations efficiently manage phone calls. Call centers, customer service departments, and financial institutions utilize this call management software.

CTI solutions significantly impact call center productivity while enhancing customer service due to a decreased average hold time. The software makes call monitoring simple and effective, creating streamlined workflows for call centers and lowering operational costs.

A CTI screen pop appears on a call center agent’s computer screen whenever there’s an incoming call. This telephony software feature is like caller ID but with detailed customer information like account history and previous interactions.

Agents at AI-based call centers are equipped with intelligent call routing, speech recognition, and sentiment analysis, which provides automated workflows and real-time assistance. In turn, these call center agents provide enhanced customer interactions.

Nope. Even though AI for call centers creates an efficient workflow, customers still want to speak with human representatives. While AI can automate tasks and provide 24/7 support, it cannot replicate genuine, personalized customer interactions.

VoIP software makes phone calls using the internet. Instead of an analog audio signal, VoIP phones convert voices into digital data packets, send them through the network, and convert them back to audio for the recipient.