Computer Telephony Integration (CTI)

The 'Real' Missing Link!

Computer Telephony Integration (CTI) provides the missing link between your telephone and your CRM systems.  CTI extends the value of your CRM system by enabling more effective communications capabilities.  CTI implementations can range from very small to an enterprise-wide, specialized application or call-center.  In any case, you're closer to your customer and their needs, now and in the future.  CTI creates efficiencies by ...

• Displaying contact and account details when you answer the phone,
  
• Enabling informed interactions that put you in charge of your communications,
  
• Recording phone calls against contacts and accounts,
  
• Eliminating missed calls and wrong numbers with one click dialing,
  
• Managing the phone and CRM system from a single desktop interface.
  

CTI in CRM systems

Combining your computer and telephone systems enables the management and synchronization of data and customers

CTI plays a key role in delivering customer care strategies. It enables the creation of an image of professionalism and efficiency by providing call handlers with the information they need to provide targeted and well communicated services.

Common objectives for CTI solutions are:

• Improve customer care,
  
• Achieve a competitive advantage,
  
• Use the service as a unique selling point,
  
• Increase efficiency and productivity,
  
• Increase cross-selling opportunities.
  

A CTI system enables the collection of data critical to your ability to understand your market and customer base. You'll develop relationships with individual clients based on your knowledge of their buying history. CTI gives organizations the ability to provide individual care to every customer.

intelli-CTi

intelli-CTi extends the capabilities of your phone system to integrate it with your IT infrastructure. By bringing together two of the most powerful tools in your business, you can generate productivity gains, better reporting and collaborative activity management.

intelli-CTi was developed so it can be integrated into a wide variety of third party systems so you can:

• Dial contacts and accounts at the touch of a button within the CRM system,
  
• Capture contact and account call details and statistics,
  
• Incorporate telephony activity within your established reporting processes.
  

intelli-CTi delivers easier access to contacts in your CRM database. Call them at the touch of a button or identify a caller before you even pick up the phone. Productivity will increase along with your management and understanding of customers and prospects.

 intelli-CTi helps create what is known as the Blowfish Effect: it can make you look bigger than you really are. By making telephony a key part of your IT infrastructure, you can provide completely integrated customer services and streamline all your sales and marketing activities.

intelli-CTi Desktop edition

intelli-CTi Desktop edition is the key middleware component of intelli-CTi. It delivers fundamental CTI in TAPI and TSAPI environments and gives users the ability to identify caller details as the phone's ringing and use power dialing from their desktop. This core middleware component can be integrated into a range of third party systems using the intelli-CTi Software Development Kit.

• InforCRM Data Sheet Computer Telephony Integration