CTI software
Computer Telephony Integration (CTI) is the advanced technology that serves as the focal point of the working of modern call centers. It integrates the organization's computer and telephone systems and the facilitates effective applications to make every phone call, inbound and outbound.

The Concept
Although the most widely-known CTI application is screen population or screen pop, CTI is also used by other call center applications including:

• Quality Monitoring
• E-mail Management
• Predictive Dialing
• CRM

The CTI software is a rich set of phone software library routines that enable the application programs to control the phone system. It helps increase employee productivity, enhance customer service and reduce costs by combining the capabilities of phone system with the custom functionality of Windows, Unix or Web applications. Data collected by the phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to the PC, Unix or Web applications through the phone software.

Features of CTI Software

• Launch PC/WEB applications - Specific PC, Unix or Web applications can be automatically launched using the telephony software based upon data provided by your phone system.
• Caller Identification (Caller ID or ANI) - Information from the existing caller database appears on-screen when the telephone rings and remains on the screen during the call.
• Called Number Identification (DNIS) - With each call, special campaign information can be displayed from the application based upon the number dialed by the caller.
• Vital information collected by the phone system from the caller can be passed to the application. The CTI software manages this process and free agents to be more productive.
• Any phone number can be pointed or clicked in the computer database or Softphone. The telephone then dials the call - a must for maximizing the productivity of outbound telemarketing or call center service desks.
• CTI software system allows to generate real time reports and graphs. This important measuring system helps you observe and control the performance of call center and phone system with clear and meaningful displays. Graphs and charts of operational statistics let you measure the effectiveness of each user and campaign. Reports and graphs include both inbound and outbound statistics.

Products of CTI Software

• The CTI software products include Universal Phone System (UPS) that links various industrial phone systems with applications programs using computer telephony integration software. The phone system is one of several PBX systems supported by the UPS. The DSC Universal Softphone is just one application that works with this system.
• Embedded Phone Software Functions CTI software includes a rich set of phone functions that can be used within any existing PC or Web application:
  • Phone System Login and Logout
  • Remote Agent Login
  • Receive incoming calls
  • Transfer calls
  • Monitor calls
  • Place Calls ON/OFF hold
  • Voice Mail Retrieval
  • Phone Software Records Calls
  • Record Call History
  • Direct calls to phone system IVR
  • Place outside call and transfer call

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