CTI or Computer Telephony Integration is a technology that allows a phone system to connect to a computer program such as CRM and Ticketing applications. The integration of two disparate systems allows contact centers to automate tasks, simplify processes, and enhance customer experience.
With CTI Connectors, one can access all telephony call controls and actions from within the CRM applications, saving agents from toggling between the telephony and CRM while handling an interaction. Additionally, it allows agents to leverage the CRM-specific features such as Screen Pop, Click to Dial, and more to increase efficiency and improve performance.