CTI (Computer Telephony Integration) is important for businesses to use because it provides several key benefits:

  1. Improved customer experience: CTI enables agents to have access to customer information and interaction history during a call, providing a more personalized and informed customer experience.
  2. Increased efficiency: CTI automates repetitive tasks, such as dialing and transferring calls, reducing the time and effort required for agents to handle a call.
  3. Enhanced data management: CTI integrates telephony data with a CRM system, providing a centralized view of customer interactions and enabling better informed decision-making.
  4. Improved call routing: CTI allows for sophisticated call routing based on factors such as skill sets and availability, increasing the chances of connecting customers with the right agent quickly.

Overall, CTI can help businesses provide better customer service, increase operational efficiency, and gain valuable insights into customer behavior.


Our mission is to support helpdesk employees worldwide with all necessary customer information as soon as a customer calls. The helpdesk employee can help each customer quickly and easily, because all systems with CTIs are linked. We combine the strengths of the CRM and telephony systems by presenting customer information in one screen in one click. Easy, time-saving and cost-effective.

Loyally develops CTI integrations for almost all telephony and CRM providers worldwide in the form of appropriate customization. For telephony providers who want to make their functionalities more complete, we offer additional CTI integrations such as IVR (instant voice responses), Whatsapp and chat functionalities. We offer CTI integrations for telephony for CRM providers who want to make their offer more complete and thus expand their service package. We now work with major CRM providers such as FreshWorks (FreshDesk), SalesForce, AFAS  and Zendesk  as well as with major telephony providers such as Genesys, RingCentral, Five9 and Broadsoft (Cisco).