Computer Telephony Integration CTI

X Komms ® Computer Telephony Integration (C.T.I.) Solutions

What is CTI?

CTI is the growing area of linking computers and telephony to achieve demonstrable benefits for users. Traditionally CTI was an expensive option, the preserve of large Call Centres, but now the benefits and costs make it very useful for most organisations.

What are the benefits of CTI?

•  A stepped improvement in customer services by providing a more personal service to customers

•  Decreased costs - by Converging infrastructure, use of VoIP etc

•  Improved accuracy of outbound dialling - up to 10% of manually dialled calls made are incorrect

•  Productivity increases - fewer people can make, receive and handle more calls per day.

•  Overall a more professional service .

What is involved?

CTI integrates email, voice mail; fax services with customer data records, popular CRM packages such as ACT!™ , Maximizer™ , Goldmine™ , Telemagic™ etc. and an organisation’s back office systems e.g. invoicing, databases, stock holding etc

The result is a more reliable, more cost effective, slicker and productive organisation - ‘working smarter and not harder’.

Scalability

CTI is applicable for organisations or parts of organisations that make and/or receive many calls, usually from a wide base of repeated customers/enquirers/clients.

This may be traditionally a utility supply company, a sub-contracted telemarketing company, a telephone ordering retail company etc but it is also now realisable for a college offering courses, a conservatory/glazing company, a cinema, a sports centre or football club, an estate agent etc.

Even a 1-person business can have CTI integrated into their business, and from as basic a package as: -

• A computer
• Soft phone (for outbound calling)
• Correct interface capable software eg TAPI compliant Microsoft or other software
• Headset & Microphone

Please contact the XKomms team for further details.

(Attached is a pdf overview of CTI generated by the UK DTI, with ballpark CTI costings).

XKomms ® provides scaleable solutions for organisations to exploit CTI technology to the demonstrable benefit of the client.

 Each client needs a bespoke solution to reflect the organisation’s residual software, telephone hardware, database, knowledge, objectives, systems etc