Modern businesses are heavily telephone based. Computer telephony is also known as computer telephony integration (CTI). Simply put, computer telephony is the use of computers for managing calls.
Features of Commuter Telephony
The whole telephone network of a company is controlled by the computer. CTI allows the information to pass between the telephone system and the data network. CTI links up the computers and telephones to process all your voice, data, and fax traffic.
If your business receives a substantial volume of calls, either outbound or inbound, computer telephony is definitely useful. This technology finds great use in the call center.
One of the basic features of computer telephony is screen popping, the ability to identify the customer based on their number. As soon as the call comes to an agent, the computer pulls up all of the information about the call from the company database and displays it on the agent’s screen. In other words, before the call is answered, the agent knows all of the details about the caller. This allows your business to provide a more personalized assistance to your customer.
Some Advantages
Computer telephony saves time and money by increasing speed and accuracy of call processing. Computer telephony can be integrated with applications like interactive voice response (IVR), intelligent routing, and agent workflow automation. The telephone system is connected with agent workstations and the caller is immediately identified.
It saves an average of 15 to 30 seconds per call, thus increasing the number of calls your agents can handle. It improves the value and functionality that an organization can derive from its telephone system because the integration with the computer system allows for greater control and intelligence.
The call, both inbound and outbound can be logged and recorded. This allows you to monitor the effectiveness of operating system and your employees.
The following tips would be helpful for those trying to provide the CTI solution for their business:
• Simple CTI solution can be run on your PC or a small network of PCs. There is no need to invest in special equipment.
• Your computer would be installed with a soft telephone program, which allows your computer to make and receive calls. You would need a microphone and a headset to connect to your computer.
• You can also configure voice over Internet protocol (VoIP) on your PC. This allows the computer to place and receive call via the Internet. You do not pay any call charges. The only drawback of this technology is that sudden reduction in bandwidth or loss of Internet connection can bring down the telephone lines.
• For large enterprises, a server-based or telephone hub is a better option. A server or hub is like a computer that helps distribute calls to various computers or telephones.
• This allows you to queue and distribute e-mails and Web-based communications
• Inbound and outbound calls can be handled by the same system. Staff can easily switch from inbound to outbound calls and vice versa.
If your business does not have a large customer base, or you do not handle too many inbound or outbound calls, CTI is not an option for you. Computer telephony is best suited for businesses dealing with heavy telephone traffic. Most of the CTI systems work with standard phones. If you are going for a computer telephony solution, make sure it is flexible enough to grow with the future demands of your business. Establish the cost of implementing the computer telephony system.