Computer Telephony Integration

Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI), allows contact centre agents to access customer profiles and manage customer data during support or sales calls. As soon as an agent connects with a customer, a screen pop appears on the agent’s desktop with the customer’s information from the CRM for the agent to reference and edit. The result is higher efficiency and more effective customer experience interactions. CTI is an integral part of our cloud contact centre solution. It provides agents with customer data, purchase history, and information from previous interactions — all delivered instantly to the agent desktop or integrated CRM interface.

Improve FCR

Deploying our CTI solution with skills-based routing is one of the best ways to improve First Contact Resolution (FCR), one of the best predictors of customer loyalty.

Create Powerful Experiences

OpsCentral CTI queries your CRM, locates a match, and instantaneously populates that data onto the agent’s screen so that the customer’s needs are addressed timely.

Integrate with CRMs

Integrates with Salesforce, Oracle, and more so that screen pops appear as part of the CRM interface, eliminating the need to toggle between screens.