What is CTI - Computer Telephony Integration?
Computer Telephony Integration (CTI) is an essential technology in the field of digital convergence. It enables the integration of telephony with IT systems, facilitating the management of telephone calls and improving the efficiency of corporate communications. By combining the functionalities of telephony software and IT networks, CTI offers a single interface for managing a large number of communication channels, optimizing the customer experience and customer satisfaction.
What are the advantages of CTI?
Increased productivity
CTI saves time by automating many call management tasks. Thanks to CTI integration, inbound and outbound calls are managed directly from agents’ workstations or computers via business software, eliminating the need to switch between multiple business applications. This digital convergence improves the efficiency of communication processes, enabling agents to respond quickly to telephone calls and provide optimum quality of service. By integrating telephone software with the IT network, companies can reduce waiting times and optimize their telephone reception.
Improving Customer Satisfaction
CTI plays a crucial role in improving customer satisfaction by enabling faster, more efficient call handling. Thanks to the coupling of telephony and IT, agents have instant access to customer files and databases via automatic file escalation. This feature ensures that every phone call is personalized, and that agents can handle customer requests more efficiently. What’s more, CTI automatically routes calls to the most qualified agents, reducing waiting times and improving the overall customer experience.
Reducing operating costs
Integrating telephony with IT systems can significantly reduce operating costs. CTI automates many repetitive tasks, such as automatic dialing, voicemail management and call routing.
By using cloud telephony solutions such as those offered by Kavkom, companies can reduce their expenditure on traditional telephony infrastructure. What’s more, CTI software offers simplified, centralized management of communication channels, minimizing the costs associated with system training and maintenance.
Key CTI features by Kavkom
CRM integration
CTI integration with CRM (Customer Relationship Management) software is one of the most powerful features of computer telephony integration. It gives agents instant access to customer information, improving customer relationship management. When the phone call comes in, a detailed customer file automatically pops up, providing crucial information such as interaction history, past orders and current support tickets. This integration simplifies the customer journey and ensures a rapid, relevant response, thus increasing customer satisfaction.
Integrate our VoIP telephony solution into your CRM with Kavkom! Your CRM doesn’t appear in our list? Let us know and we’ll create the integration for you!
Call management and tracking
CTI offers advanced tools for managing and monitoring calls in real time. With an intuitive dashboard, managers can supervise their teams’ telephone activity, analyze performance and adjust resources accordingly. Monitoring features include call recording, automatic transcription and KPI analysis.
These tools enable you to quickly identify areas for improvement and ensure consistent service quality. What’s more, the CTI system facilitates the implementation of call routing and queue management rules, optimizing telephone reception and incoming call management.
Task automation
CTI makes it possible to automate many of the tasks involved in call management, resulting in increased efficiency and significant time savings for agents. For example, Click to Call functionality enables calls to be initiated directly from CRM software or any other business application, reducing the need to manually dial telephone numbers. Automatic call routing ensures that each call is directed to the most appropriate agent, while voicemail can be automatically transcribed and emailed. This automation improves not only productivity, but also the quality of service offered to customers.
Manage your calls from your usual tool
Kavkom’s CTI lets you integrate telephony with your business tools. Transform the way you work with an advanced, easy-to-use telephony system. Manage your calls and all your data from your usual interface.
Quality support thanks to high-performance CTI
With a simple integration, Kavkom’s CTI connects instantly to your CRM and support tools. Benefit from screen pop functionality to keep you informed of every call and access crucial customer information. This integration reduces call handling time and ensures greater customer satisfaction.
Centralize all your telephony in one place
Consolidate your call center’s powerful features and simplify your daily tasks by accessing everything you need from a single interface. Thanks to Kavkom’s computer-telephony integration, you can save time by centralizing and synchronizing your activities for exceptional efficiency.
Tools to boost the strength of your sales team
Thanks to CTI integration, your sales team is propelled to success. Every call is automatically recorded in your CRM, guaranteeing complete tracking of every customer interaction. With this solution, your sales teams have all the tools they need to study customer paths, establish their strategies and close as many deals as possible.
Frequently asked questions
What is CTI and how can it benefit my company?
Computer Telephony Integration (CTI) integrates your telephone system with your IT systems, such as CRM software and business applications. This enables centralized call management, automation of repetitive tasks, and improved communication efficiency. By using Kavkom’s CTI, you can improve agent productivity, reduce waiting times, and deliver a better customer experience thanks to a complete view of customer interactions in real time.
How does Kavkom's CTI integrate with our existing systems?
Kavkom’s CTI is designed to integrate easily with a variety of existing systems, including popular CRMs such as Salesforce, HubSpot, and Zoho, Notion, Google, as well as other business applications via standardized connectors or custom APIs. This integration enables seamless synchronization of data between your telephony system and your IT tools, ensuring continuity in customer relationship management.
Does Kavkom's CTI require complex training for our teams?
No, Kavkom’s CTI is designed to be intuitive and easy to use. Basic training is provided to ensure that your teams can quickly adopt and make the most of the system’s features. What’s more, Kavkom offers ongoing technical support to answer all your questions and assist you in setting up and using CTI. Our support team can take care of transferring our tool to your CRM, at no extra cost.
How does Kavkom's CTI improve customer satisfaction?
Kavkom’s CTI improves customer satisfaction by enabling more efficient, personalized call handling. Agents have instant access to customer files, enabling them to respond quickly and appropriately to requests. Automatic call routing ensures that customers are directed to the most qualified agent, reducing waiting times. Together, these features ensure a smooth and satisfying customer experience.
What are the costs involved in setting up Kavkom's ITC?
The costs associated with implementing Kavkom’s CTI vary according to the size of your company and the specific features you choose to integrate. Kavkom offers flexible pricing plans to suit different needs, from small businesses to large call centers. For an accurate quote tailored to your needs, we recommend that you contact our sales team for a personalized consultation.
What happens if we encounter technical problems with Kavkom's CTI?
Kavkom offers dedicated technical support to help quickly resolve any technical issues you may encounter. Our support team is available to assist you by phone, email, or via our online portal. What’s more, we regularly provide software updates to improve performance and introduce new features, ensuring that your CTI system runs optimally without compromising availability.
