Optimize contact center efficiency

CTI Connector

Optimize contact center efficiency

Dramatically lower the cost of computer telephony integration (CTI)

Handle rising call volumes without draining budgets

Whether you’re expanding or aiming to improve contact center service integrations, Computer Telephony Integration (CTI) yields many benefits.

CTI bridges the gap between customer communication and business applications such as bill payments, service desk and industry-specific systems. You can leverage CTI to achieve a single view of the customer, empower your call center agents and enhance CX.

Our standards-based CTI software will enable application developers and systems integrators to create solutions at a dramatically lower cost. Use out-of-the-box integration with major communications systems to create voice self-service, call center and UC solutions for IP and TDM networks.

Features and Benefits

CTI Integration

Intelligent Routing

Leverage telephone network information and IVR data to route the call to the right or best qualified agent. Eliminate unnecessary transfers and increase first call resolution rates.

Screen Pop

Pop the caller’s information onto your agent’s screen when the call connects, shortening call time by 15 seconds or more. Agents can reference and edit these details for more effective support.

Co-browse and Screen Share 

Click-to-Dial

Organization’s making a high volume of outbound phone calls can realize significant savings. Slash time lost to misdialed numbers with a single mouse click from a computer.

AI Insights/Voice of the Customer

CTI for CRM

Gain instant access to full interaction histories via our CTI applications for CRM systems. These include Salesforce, Siebel, Oracle, Microsoft CRM dynamics and more.

customer service promise

Interactive Voice Response

Enghouse Interactive develops one of the most widely used IVR voice and video development tools. Leverage data initiatives and help resolve customer issues more quickly.

Insights and Analytics

Reporting

Provide an end-to-end view of the entire transaction cycle. For example, track the total customer experience and value such as sales per shift, service calls resolved per hour, etc.

Leverage your existing contact center investment

Incorporate sophisticated CTI functionality into your contact center to increase customer satisfaction, agent productivity and revenue opportunities.

Any Contact Centre, Any PBX

As our CTI integration supports most platforms, organizations can easily migrate or extend their existing contact center onto other PBXs. It is fully compatible with many PBXs/ACDs from leading providers such as Avaya, Cisco, Alcatel, Microsoft, and Siemens. This represents huge cost-saving potential for multi-vendor switch environments, using one contact center solution across their whole PBX estate.

Big Savings

Add More Value to Customer Interactions

Integrate with your CRM or database to provide a more personalized and knowledgeable service to customers. Easily identify opportunities to up-sell and cross-sell based on their interaction history.

Ready to learn more about CTI Connector?

Find out how you could lower the cost and reduce the development time of computer telephony integration for your business.

Simply provide a few details and we will be in touch with you shortly.

PowerMedia Extended Media Server (XMS)
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