Computer Telephony Integration Works for All

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Computer Telephony Integration Works for All


It's 2011 and all phone systems we now sell come with some 'free' element of CTI software. Most phone systems for business typically come with Phone Manager software for all users! Here's a bit about the benefits of CTI.

CTI delivers increased productivity and improved customer service

CTI technology links your telephones to your computer systems
'Screen Popping' and 'Click 2 Dial' are the most popular uses of CTI
CTI screen-based telephony features include extension status, lost call lists and ACD agent functionality

In business we reply heavily on two very important tools for everyday communication with our suppliers and our customers, the Telephone and the Computer.

By connecting the two together great increases in productivity are to be taken advantage of, thus increasing efficiency and maximising profits. This technology is know as Computer Telephony Integration (CTI).

In the mid nineties many business, especially call centres started to implement CTI to help increase their staff productivity on the telephones, however, costs were high and return on investment was a long way away for many businesses.

Today, the convergence of voice and data is well established and is here to stay. Internet Protocol (IP) has taken technology products like telephone systems to a new level and value-add applications such as CTI can now be delivered to small business for a fraction of the price.

How Does CTI work? Essentially what happens is the CTI software is installed on a Client PC. Once installed, the software will talk to the Telephone System Server across the local area network, pulling down the call data and information constantly and presenting the information to the PC in a readable format.

Once this connection has been established the CTI software can pass information to the PC when a call arrives, is made, or the status of the telephone changes. This allows the PC to act on this information and perform many different tasks based on your business requirements.

The key events your telephone systems will pass to your PCs include;

Caller ID (CLI)
Number Dialled (DDI)
Alpha Tag (DNIS, the name assigned to that number e.g. "Sales"
Account Code
Busy, No Answer, Bad Number signaling

The above data can easily be read by the PC and made to perform an action based on the criteria being matched or not matched.

Rob Scott - Managing Director of Denwa Communications is available to answer any questions you might have before or after the purchase of your next Phone System. Contact Denwa on 0845 076 1001 or email info@denwa.uk.com

Phone Systems [http://www.phonesystems.co.uk]

Article Source: http://EzineArticles.com/expert/Robert_J._Scott/854834


Article Source: http://EzineArticles.com/5730961



_(By Robert J. Scott).

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