Computer Telephony Integration System

Many companies are choosing computer telephony solutions to provide cutting edge technology for their communications systems. These structures basically mean that a computer can perform such functions as answering phones, identify incoming calls, route calls, play messages that have been recorded, and automatically pull up a customer's account information. By simplifying office communications, a computer telephony integration system can increase productivity as well as business efficiency. There are a wide variety of corporations and organizations that can benefit from this technology including customer service centers, order processing centers, or businesses that process reservations. Good communication is very important for any growing business. The Bible talks about the many blessings of communion with God Himself. "Jesus answered and said unto him, If a man love me, he will keep my words: and my Father will love him, and we will come unto him, and make our abode with him." (John 14:23)

Boiled down in the simplest terms, computer telephony solutions entail running a telephone system through a PC and allowing computerized programs to handle basic call functions. Through the use of a computer telephony integration system, or CTI, routing calls can become automated and the computerized system can send phone calls out to the correct recipient without the need of a staff member to physically direct the calls. Call centers that direct calls to various customer service personnel can do so more efficiently through these applications. An automated and computerized system will evenly distribute the calls, or stage them in a queue until a representative is available. But beyond these basic functions, a CTI can also pull up a caller ID, look up the customer's records and pull this information up on an agent's computer screen. The system can connect to the customer's records by using their phone number to identify them. A CTI can even direct an incoming call to the most appropriate service agent. For example, if a representative has a great deal of experience or expertise in an area that would be beneficial to the customer, the call is automatically directed to that agent.

In most general terms, there are two types of the computer telephony integration system, first party call control and third party call control. In a first party call control situation, there is a direct link between the users computer and the telephone itself. Using this set up, the only computer that can reap the CTI benefits is the one that is connected directly to the telephone. A third party control center involves a telephone system that is connected to a separate device and allows more PCs to interface with the system. Some of the functions that are commonly incorporated in CTI are call information display that includes both the number of the party that is making the incoming call as well as the number that is being dialed on an outgoing call. Automatic dialing and predictive dialing are two other features. Another helpful tool is the ability to synchronize data transfers and phone transfers between two separate parties. Some systems can handle phone and web needs in addition to e-mail requests. Individual businesses can generally choose the services that best meet their needs. These features can help a customer contact center function more efficiently and increase customer approval. A major benefit of computer telephony solutions is that it can unify all the different means of customer contact such as e-mail, telephone contact, voice mail, fax and web contact into one integrated system.

Today's computer telephony solutions began in the mid 1980's. A major breakthrough was the development of screen population technology. Screen population, also known as screen pop, basically means that information about a caller is programmed to appear on a call agent's computer screen as that call comes through. This technology can apply to both incoming and outgoing calls. Standard caller ID that is used in home telephone systems are a simple example of this technology. The benefits of having this information appear instantly are that business can be conducted in a quick and efficient manner. Another benefit of this technology is voice broadcasting. Voice broadcasting involves sending out a pre recorded message to more than one recipient at the same time. This technology can send out phone calls in the thousands and has many applications including getting the word out in the event of an emergency. Other features of a computer telephony integration system could include automatic call distribution, automatic call back functions, call forwarding, call waiting, interactive voice response, location based routing, text to speech functions, and automated wake up call, all accomplished in conjunction with the user's PC.

When this technology is used as part of a telemarketing concern, a feature called predictive dialing can be very useful. With predictive dialing, a server can quickly dial an entire list of phone numbers. If one of those calls reaches a live recipient rather than an answering machine or not answered at all, that call is automatically sent to a ready service agent. Calls that go unanswered or are picked up by an answering machine are not routed to an agent. This feature can save time and increase productivity and efficiency. If a business owner is interested in setting up a telephone conference, computer telephony solutions can make this possible as well. Interest in this technology has expanded beyond the obvious call center applications to other areas of business and industry. Since many office communication methods can be brought together under the same umbrella, they can all be handled from one location if so desired.

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