Computer Telephony Integration (CTI), is a technology that allows a phone system integration with computer programmes. For example, you could connect your phone to Outlook, Sage, Google Contacts, Salesforce or other CRMs. These integrations help businesses cut down call handling time, boost agent efficiency and performance, maximise customer experience and increase revenues on a number of levels.
Phone system integration bridges the gap between calls and records in your software (CRM). For example, Microsoft Outlook can work with your phone. Which in turn makes call handling simpler and quicker. For instance, if you want to make a call from a contact in outlook it’s faster. You simply click your computer mouse on the contacts number and the phone automatically makes the call.