CTI (Computer Telephony Integration)

Computer Telephony Integration (CTI) allows you to integrate your applications with your telephony, enabling the:

• Coordination of telephony and data delivery to the agent (Screen Pop)
• Control of telephony functions directly from the desktop (transfer, mute, conference, etc)

Contactual’s built-in CTI allows you to leverage telephone functionality in virtually any web-based API. We’ve also built out-of-the-box CTI integrations to leading CRM products, meaning there’s no need for expensive third party software or hardware. 100% of Contactual’s customers use CTI, compared to less than 20% of traditional ACD users.

Benefits of Contactual’s CTI capability include:

• Improves productivity as agents can immediately identify the caller and access their information
• Increases customer satisfaction since customers no longer need to repeat information should they be transferred
• Eliminates the need for expensive CTI equipment and complex implementations