Trying to grow a business is impossible without investing in customer support, and nowadays, that means an investment in CTI software.
Having powerful CTI (Computer Telephony Integration) software will provide your business with a solid gold backbone of support, allowing you the time and resources to continue to grow, knowing that your customers are taken care of with professional assistance.
Take away the hassle of leaving customers on long waits or in the hands of those who will be unable to answer their inquiries by integrating a CTI software into your team and immediately feel the significance it can have within your business.
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What is Computer Telephony Integration (CTI) Software?
Simply put, Computer Telephony Integration (CTI) is software that companies and businesses use to link their business applications to their telephone systems.
Envision your business as it is today, you use business applications like Salesforce and a telephone system every day, yet they are two separate applications or programs. CTI software intertwines the two systems into one.
With CTI software, there is no more need for a physical phone. Instead, teams will be able to perform all phone functions from their desktop; the added benefits of integrating your phone software into your business application are unbeatable.
Let’s dive into some of the features that CTI software has to offer.
CTI Software Features To Consider
Omnichannel
In a world with multiple communication channels (i.e., email, live chat, social media), you want to ensure your CTI software can support customers with whatever communication channel they use.
Trusting that your CTI software will have the flexibility to integrate with the communication channels your customers will likely use provides you the comfort in knowing you will constantly give a consistent, supportive customer experience.
Call Routing
When customers call looking for a specific department, their call will get routed to that department. Whether that involves them selecting an option from a pre-developed list or speaking with a representative right away who will help redirect them, call routing is essential.
When picking what CTI software will integrate best with your team, make sure you determine what that software offers in terms of call routing options so you are not stuck with one configuration.
CRM Integration
CRM (customer relationship management) should be front and center in your business. Therefore your CTI software should support and integrate directly with what CRM system your company uses.
Ensuring that you have proper context about your customers makes it easier to provide practical support. CRM systems help track customer trends and past conversations, resulting in customer needs reports and analyses.
VoIP Calling
Voice over internet protocol (VoIP) or cloud-based calling sounds like a mouth full, but chances are your business already integrates this into everyday tasks. Many companies use VoIP phone systems that run through the internet instead of a traditional phone line to adapt to the online world in which we live.
VoIP calling does not require the average installation cost and upkeep of hardware that standard landlines need, taking away the hassle. When choosing a CTI software, consider if your business needs one that will integrate seamlessly with VoIP.
Reporting
Incoming call volume, agent efficiency, trends are all analyzed through reporting. Business leaders know the importance of keeping track of what is coming through the pipeline and customer feedback.
When leaders focus on reports, they can quickly identify recurring issues or weaknesses in their business and improve on these for the future. One of the easiest ways to do this? Incorporate a CTI software that includes reporting features.
Outgoing calls
Are you in a business that involves agents completing outgoing calls? Whether business consists of the need for outgoing calls, or you wish to provoke your pipeline, include a CTI software that enables your agents with features that allow automated dialer and call logging.
Pricing
All businesses are looking to save money, and finding the right CTI software should not be the exception. However, before choosing a CTI software, it is essential to understand the pricing model`.
Different software offers packages that include price per call or pricing packages per month or year. Enquire with a representative to ensure you are making the right financial choice.
Interactive Voice Response
Everyone has called a customer support number that immediately responds with interactive voice, providing various options. As much irritation this may cause us, it is beneficial on both ends.
It helps manage call volume and collect the needed information, prepping the agent with whom they will engage on the phone, making for an overall better customer experience. Ensuring the CTI software you chose for your business has interactive voice response helps improve your customer’s experience.
Call Scripting
This is an excellent power feature that CTI software offers.
Call scripting is when software can pick up on specific keywords, which you can then craft personalized troubleshooting advice sent automatically. This nurtures consistency throughout your agents and customer support.
Escalation Management
Investing in a CTI software that helps your agents de-escalate issues through granting discounts, refunds, or vouchers empowers your team.
Top CTI Softwares of 2021
Now that we have discussed the top features that CTI Software offers, you should better understand your business needs.
Let’s now take a deep dive into the best CTI software out there in 2021, including what features they offer, the pros and cons of each, and their pricing packages.
Fastcall
What is it?
Choosing Fastcall to integrate with Salesforce provides you with software that values connection, productivity, and dedication. Fastcall’s mission is to make it easier for people to connect. They succeed in that mission by integrating with Salesforce to provide users with a seamless CTI software that enhances all business communication operations.
Fastcall integrates directly with Salesforce and offers all the features businesses need to enhance and improve their customer-facing structures. From VoIP calling, call routing, and omnichannel support, Fastcall is hard to beat when considering which CTI software will fit your business best.
Included features:
- Outbound/inbound calling
- VoIP calling
- Omnichannel
- CRM integration
- Interactive voice response
- Call routing
- Reporting
Who/what it is best for:
No matter what industry your business is in or what size your teams are, Fastcall is the perfect fit for you if you are already a Salesforce user.
Fastcall is the only CTI software specially made for Salesforce; therefore, you can trust the reliability of integrating Fastcall with Salesforce and the support you will gain.
Pros:
- Omnichannel features
- Video calling
- 100% accurate reporting
Cons:
- Only available for Salesforce
Pricing:
Fastcall is confident their software will help improve your business, and they go as far as offering a 14-day free trial period for potential customers. Pricing starts at $24 per user per month for the Essential plan (billed annually). So check out their affordable pricing packages once you fall in love with the ease and dedication Fastcall offers.
Discover all pricing options → here.
Tenfold
What is it?
TenFold is a CTI software that can help improve customer service. By bringing together the power of voice and CRM intelligence into conversations with customers, there is a resulting experience enhancement on both ends.
TenFold is a CTI solution for businesses looking to integrate existing telephony platforms with a CRM. The amount of integrations and features that TenFold offers clients makes them stand out among competitors.
Included features:
- Outbound /inbound calling
- Reporting
- CRM integrations
- ViOP calling
- Omnichannel communications
Best for:
Small and large businesses that operate solely on the web will benefit from TenFold. In addition, tenfold is excellent for companies with a large customer support team looking for a CTI integrating with major CRMs.
Pros:
- Click-to-dial feature
- Seamless integration
- Improve efficiency in teams
Cons:
- Double count troubles
- Data lost when connection lost
Pricing:
Potential customers can request pricing based on the features they wish to include for TenFolds two pricing options; standard and advanced. According to appexchange, the standard plan costs $20 per month per user.
Discover all pricing options → here.
TalkDesk
What is it?
TalkDesks 1,500+ clients worldwide say that TalkDesk is the best for customer-obsessed companies looking to innovate their customer experience effectively. As a cloud-based call center software that offers omnichannel support to meet customers’ needs, TalkDesk may be what your business is looking for.
No matter what industry you are in, TalkDesk can easily integrate with third-party software and offers top-of-the-line features that give your business the cutting edge over competitors.
Included features:
- Inbound/outbound calling
- VoIP calling
- Reporting/analytics
- Call scripting
- Call routing
- Omnichannel
- CRM integrations
Best for:
TalkDesk targets companies and businesses that are customer-centric with at least five agents. Their mission is to offer a better way for organizations to unlock the promise and potential of a great customer experience.
Pros:
- Integrates with 25+ business tools
- Easy-to-use interface
- A top performer in Predictive Dialer Software
Cons:
- Limited complexity in features
- Complicated reporting
Pricing:
TalkDesks offers various pricing packages that will suit whatever size business you are, all including innovative features. Base plans with artificial intelligence start at $65 per month, per user.
Discover all pricing options → here.
Dialpad
What is it?
Whether your business is looking for an all-in-one communication platform wheel you can talk, message, and video conference, or you need a CTI software that makes inbound and outbound calls, DialPad can help.
Winner of the Overall Remote Communication Solution of 2021, DialPad offers valuable features that include the ability to integrate a long list of CRM software, AI-based voice intelligence, VI call summary, and so much more.
Included features:
- VoIP calling
- Inbound/outbound calling
- Omnichannel
- Call routing
Best for:
No matter what industry you are in, and no matter the size of your business, everyone looking to optimize their company-wide communications using one software should consider looking into DialPad.
Pros:
- Contact syncing
- AI-based voice intelligence
- User-friendly
Cons:
- Video conferencing is a pricer add-on option
- Limited customization possibilities
Pricing:
One of the best parts about DialPad is that they offer a free 14 day trial period. When you decide that DialPad is for you, commit to one of their three pricing packages; Standard ($15/user/month), Pro ($25/user/month), and Enterprise.
Discover all pricing options → here.
CloudAgent
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What is it?
CloudAgent offers multilingual CTI software with voice, email, webchat, SMS, and video communication abilities and has been a global provider since 2008.
CloudAgent improves customer service by offering a communication solution in any language or dialect at a cost-efficient price with outstanding quality. So whether your business is looking for customer service solutions, sales support, or marketing support activities, CloudAgent will have answers.
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Included features:
- Interactive voice response (IVR)
- Inbound/outbound call
- Workforce management features
- Reporting/analytics
Best for:
CloudAgent is best for global companies, small and large, working remotely with teams around the world.
Pros:
- Multilingual options
- Cloud-based system
- Virtual assistant feature
Cons:
- Tough to contact customer service
- Software may lag at times
Pricing:
CloudAgent does not offer their pricing options on their website; they request you contact them for more information. However, according to Capterra, pricing starts at $45 per month.
Discover all pricing options → here.
Five9
What is it?
Over 2,000 large enterprises trust Five9’s cloud contact software for their incoming/outbound calling needs. With multichannel communication and reporting features, there is no wonder that Five9 is one of the top CTI software.
If your business needs integration with CRM software, have no fear, Five9 seamlessly integrates with your pre-existing platforms and offers an AI-based workflow to help your team work from a single interface.
Included features:
- Inbound/outbound calling
- Reporting/analytics
- Call scripting
- Interactive voice response
- Call routing
Best for:
Small businesses and enterprises alike prefer Five9 as their contact center solution. Five9 helps companies improve their customers’ experience and the efficiency of their customer service teams throughout all industries.
Pros:
- Predictive dialing feature
- Reliable software
- Robust integration abilities
Cons:
- No VoIP
- Tough to implement
- Poor customer service help
Pricing:
Aiming to grow as your business grows, Five9 offers pricing packages designed to evolve with your growth by offering four different plans; core, premium, optimum, and ultimate. However, they don’t publish their prices on the site.
Contact them to discover all pricing options → here.
PhoneBurner
What is it?
Are you looking for CTI software that empowers your reps? PhoneBurner’s power dialer and sales acceleration platform aims to help your sales reps have 3-4 times more conversations leading to more opportunities to close deals.
PhoneBurner is a cloud-based software that requires no installation and allows users to log in from anywhere to enjoy 100% delay-free connections with no dropped calls. Integrate with your CRM software and provide your sales team with seamless integration.
Included features:
- Inbound calling
- Reporting
- CRM integration
- Call routing
Best for:
PhoneBurner is ideal for businesses looking to enhance their sales teams, making them unstoppable with power dialer, reporting, and lead management all on one platform. Whether you are a freelancer or a part of a large enterprise, PhoneBurner will help your sales reps acquire 4x more touchpoints, calls, and appointments.
Pros:
- Power dial up to 80 contacts per hour
- Cloud-based
- Installation free
Cons:
- Lacks integrative voice response feature
- Unable to video conference
Pricing:
PhoneBurner is free to try, and once you’re ready to commit, they offer monthly and yearly pricing options for businesses looking for standard packages or premium options.
The Standard plan starts at $149/user/month. The Professional plan costs $179/user/month, and Premium costs $199/user/month.
Discover all pricing plans → here.
Zendesk
What is it?
Zendesk is a powerhouse when it comes to customer service and sales on one single platform—working with your teams to customize your customers’ experience and enhance your sales team’s productivity.
Offering 1,000+ pre-built integrations with routing and reporting, your customer service teams are set up for success right off the bat with a quick set-up and user-friendly interface.
Included features:
- Inbound/outbound calling
- Call routing
- Call scripting
- Omnichannel
- Reporting/analytics
Best for:
Zendesk is targeted at your customer service and sales teams, helping to set them up for success. Whether you are a larger enterprise or just starting, Zendesk will help enhance your customer service abilities and increase your sales.
Pros:
- Great integrations
- Supportive customer service
- Single, dynamic interface
Cons:
- Higher prices than competitors
- Limited features for lower pricing tiers
Pricing:
Zendesk offers three pricing options, ranging from $49 per user per month up to $99 per user per month.
Discover all pricing options → here.
Zoho Desk
What is it?
Recognized in Gartner’s Magic Quadrant report for CRM Customer Engagement Center, Zoho desk offers omnichannel customer support and workflow automation to improve agent productivity.
If your business needs to analyze and improve your customer support team or manage and close deals, look no further than Zoho Desk—trusted by over 50,000 companies worldwide and helping them transform their customer experience.
Included features:
- Inbound/outbound calling
- Call routing
- CRM integrations
- Reporting/analytics
- Omnichannel
Best for:
Zoho Desk benefits customer service teams on small, midsize, and enterprise businesses by providing omnichannel customer service support.
Pros:
- Highly configurable
- Workflow automation
- Improves agent productivity at scale
Cons:
- Advanced features offered only at higher pricing tiers
- Complicated user interface
- Weak customer support
Pricing:
Zoho Desk offers various pricing plans based on your business’s needs, including a free option for up to three agents. The Standard plan starts at $14, while the Professional costs $23, and the Enterprise plan costs $40. All prices apply to one agent, per month.
Discover all pricing options → here.
LiveAgent
What is it?
LiveAgent stands out among the rest by offering 130+ ticketing features and 200+ integrations to help their clients provide top-notch customer service. As a result, LiveAgent is one of the top-rated and most reviewed help desk solutions in 2021, and 97% of users see improved customer satisfaction.
LiveAgent integrates with your current CRM and offers features including a ticketing system, call routing, and time tracking.
Included features:
- Incoming calling
- Interactive voice response
- Call routing
- Reporting
Best for:
For customer support teams looking for a multi-language support solution for all-sized businesses. Great for international companies, with server infrastructures located in the USA, UK, and Japan, ensures speed responses.
Pros:
- Multi-language
- 175+ features included
- Free trial period
Cons:
- Harder set up
- Weaker reporting features
- No outgoing call feature
Pricing:
LiveAgent users get to experience a 14 day free trial period and some of the best pricing packages for CTI software tools out there; we recommend you check out their website for more information.
The Ticket plan starts at $15, while Ticket+Chat costs $29, and the All-Inclusive plan is $39 per agent, per month.
Discover all pricing options → here.
RingCentral
What is it?
Are you looking for an all-in-one global cloud communication solution for your business? Need it to integrate with apps already used by your team? RingCentral has the answer for you with their #1 cloud communications solution.
RingCentral is a platform that incorporates voice, video meetings, team messaging, and providing a contact center, helping to empower your team around the world with practical, innovative features.
Included features:
- Incoming/outbound calling
- Call routing
- Reporting
- Omnichannel
- VoIP
Best for:
Whether you are a startup, a small business, or an enterprise in nonprofit, high tech, or healthcare, RingCentral provides you with award-winning software to help enhance your customer service team’s abilities.
Pros:
- 24-hour support
- Real-time analytics
- Omnichannel feature
Cons:
- Hard user interface
- Calls may lag
Pricing:
The Essentials plan costs $19.99 per user, per month. The next level up, Standard, costs $27.99. Premium costs $34.99, and Ultimate costs $49.99.
Discover all pricing options → here.
Grasshopper
What is it?
Grasshopper is popular in the CTI software world because it targets small and midsize businesses (SMB) who wish to combine their business phone line with their personal one. Grasshopper helps SMB look and stay professional with innovative reporting features alongside call forwarding and transfer options with affordable pricing options.
Included features:
- Incoming calling
- VoIP features
- Reporting
- Call scripting
- Call routing
Best for:
Perfect for small or midsize business owners (SMB) who are on the go and looking to stay in tune and support their customers.
Pros:
- Voicemail transcription
- VoIP and Wifi calling
- Desktop and mobile apps
Cons:
- Limited features
- It does not support multiple languages
Pricing:
Grasshopper offers competitive pricing that SMB’s can afford. Billed annually, the Solo plan costs $26 per month, Partner costs $44, and the Small Business plan costs $80 per month.
Discover all pricing options → here.
Conclusion
Customer experience and satisfaction will always be a primary concern within your business. By integrating CTI software, you will enhance the relationship between your clients and your team.
Is your business already using Salesforce? Are you looking for the right CTI software to integrate directly with Salesforce, minus the hassle and set up? Then it may be time to discover what FastCall can do for your business.
With inbound and outbound calling on software made for Salesforce, trusted by users to deliver a CTI solution integrated seamlessly with the Salesforce platform FastCall outperforms competitors.
Check FastCall out, and start enhancing your customer relationships today.
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