| CTI stands for Computer Telephony Integration. In a traditional telephony environment, CTI enables a computer user to control their telephony environment. This includes initiating a telephone call, answering an incoming call, hanging up a call solution using a computer. This technology is also used to integrate the telephone and email address books, create conference calls, configure telephone features etc, all from a desktop PC.
A CTI solution also bridges the gap between the IVR and the customer agent by providing a communication channel that enables to share the caller information entered in IVR. This information is passed right to the Customer Agent’s desktop as soon as the call is transferred to an Agent. This data can be used to pull more information about the caller and save Agent’s time by not asking for the same information which is already collected in IVR etc.
With the growing demand for CTI solutions, eVolvity has invested a lot of time and resources to understand and compare various products and platform in this market. eVolvity is very experienced in providing customized solutions using the below leading CTI products/platforms:
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