How does computer telephony integration work?


Computer telephony integration, an abbreviation for CTI, is a way to control the functionalities of the phone with the computer. Which means that all telephone calls, which simply go through the PBX or a key system telephony, can be made via the desktop and the telephone is no longer needed. As a result of which contact can be carried out via a central location from behind the desk.

Computer telephony integration is a way of data integration. We simply send the data from the phone directly to the desktop. The way we do this is with APIs. So if you’re asking yourself if CTI is possible with your PBX phone of key system technology? Yes, when there is an (correct) API it is possible.

Who uses computer telephony integration?

CTI is used to make communication easier, because all the communication can be done from one device. When a company has a lot of calls a computer telephony integration helps the communication infrastructure. That’s why CTI is mostly used at call centers and helpdesk centers.

Computer telephony integration

The integration between telephony and computer can be applied at different levels. The most simple one is the connection between the phone and the desktop interface. But there is so much more possible. As more data of different systems can be integrated too. Think of CRM systems, financial systems, stock systems and ERP systems.

So if you’ve got a helpdesk or a call center; all information is available at one central place. Everything is connected.

Why make use of computer telephony integration?

There are a few reasons why CTI will help your helpdesk center or call center big time.

  1. Time. All information of the customers is available on one screen. Your client calls, the computer telephony integration recognizes the telephone number, so the helpdesk agent knows which clients calls and automatically all the information of that client, that is known in other systems like, CRM, financial and ERP systems, will pop up in the central display. Which makes that helpdesk agent is able to help the client much quicker.
  2. Customer experience. It’s not only time that makes a huge difference by using CTI for your company. Nowadays it’s important that the customer likes your company and the way you threat them. Companies are rated by customers everyday and one single mistake of the helpdesk can have bad influence on the image of the company. This counts also the other way around, if a customer will be helped perfectly, with his or her question, this will have a positive influence for your company. By using computer telephony integration the helpdesk agent can help the customer quick and accurate which lead to a positive image of the company and a great customer experience.
  3. Lower costs. Less time for helping a customer means less FTEs. Productivity goes up and costs go down.

Would like to have more information about CTI’s and what we can do for you? Contact us


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