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CTI Connector
Optimize contact center efficiency
Dramatically lower the cost of computer telephony integration (CTI)
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.
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.
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.
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.
Add More Value to Customer Interactions
Integrate with your CRM or database to provide a more personalized and knowledgeable customer service. Identify additional sales opportunities based on customer interaction history.
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
With support for 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.
Cost Savings in Multi-Vendor Environments
With support for industry-leading PBXs/ACDs, CTI Connect can deliver huge cost-savings in multi-vendor switch environments, supporting the use of one contact center solution across an entire PBX estate.
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.
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