Computer telephony integration (CTI) is the technology that integrates phones with computers in a way that the two can interact and communicate with each other. Computer telephony integration enables companies to use computers to manage call centers and phone support.
Before the advent of CTI, telephony was not a digital channel. Records needed to be manually stored, which was time consuming and impractical. It was hard to track metrics, because the phone system could not integrate with other business and communications systems. Moreover, agents had nothing to go on as because incoming calls could not be identified until the call was already answered.
All this did not make for an efficient way of providing customer support. Agents made dialing errors, call forwarding was problematic, callers were placed in extremely long queues. That was until the advent of CTI. The term is predominantly used to describe desktop-based interaction that increase efficiency, though it can also refer to server-based functionality such as automatic call routing.
As a technology, CTI has been around for quite a while and is now widespread in most telephony systems. However, some companies still underestimate the powerful benefits CTI has to offer. Many assume that it is complicated and expensive and involves a lot of budget and effort in terms of professional services and design. However, simple CTI can be delivered for zero additional cost, especially if customers have common off-the-shelf applications and most modern database platforms. The most common CTI use cases are pretty inexpensive and straightforward to implement.
The benefits are clear even in the simplest CTI applications, such as call center agent screen population with caller details. CTI speeds up the call, allowing agents to handle more calls over less time. In more complex applications, such as an Interactive Voice Response (IVR) application for booking service engineers, this intelligent solution can eliminate the need for live agents and perform in a way that is reliably accurate and efficient.
Another key aspect in CTI/IVR applications is the social element. When CTI makes it possible to serve the customer according to his/her history, the company enhances the efficiency of its service while maintaining a special personal touch that callers really appreciate. For this to be effective, it is essential to make the interaction with customers as natural and engaging as possible. In a high-volume IVR context, agent handling cannot come with low wait times. Yet there’s nothing that customers hate more than waiting.
A win-win solution for companies and end-users alike is high-quality text-to-speech software. ReadSpeaker’s humanlike TTS voices are the best voice output solution for enterprise IVR/CTI systems. They are both cost-effective for the companies that deploy them in their systems and enjoyable to the end-users that interact with them.
Contact the ReadSpeaker team and find out how we can provide your CTI/IVR with our high-quality synthetic voices that you can rely on to instantly and effectively deliver tailored information to your customers at all times.