Computer Telephony Integration (CTI) links a customer service center’s telephone systems to computers. CTI’s are used to increase organization, productivity and to integrate new applications. These days, CTI software does more than control a call queue. In this article, you’ll learn what CTI software is and the features currently available.
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What is CTI software?
CTI software will fully connect to a business’ internal technology system, increasing integration and optimizing call management performance. Operators have full phone controls on their computers and can enter phone numbers for automatic calls and specify the order. Incoming phone calls are automatically placed in a queue and responded to in priority.
Contact centers are increasingly using SMS, online chats, and emails. So new CTI software will integrate all channels of a company’s customer contact options. Call center operators can help on the phone, via text, online, and email. Additionally, software solutions have good integration with a company’s operating systems. Customer service agents can immediately improve customer experiences with this integration.
The Benefits of CTI Software
CTI software makes getting in contact with call centers easier for customers. It organizes the experience into a streamlined and efficient operation. As a result, full integration makes phone customer information readily available.
How can CTI software help me?
CTI software can help your company remain competitive and reliable. As more employees work from home, CTI will maximize their productivity. The service allows customer service agents to have all the resources they need in one device.
Simplify customer communication into one dashboard
Call center agents will have access to all forms of communication. Voicemails, fax, SMS, live chats, and email support are all integrated into one system. Multiple agents can respond to requests using different communication methods, optimizing staff levels and productivity. The efficiency allows your business to service more customers in various ways. It minimizes costs by putting all controls on one computer.
Organized customer information for improved customer satisfaction and increased sales
With the ability to integrate with CRM services like Salesforce, Oracle, and Avaya, you can prepare yourself with all the customer information you need for contact. Screen pops automatically launch customer profiles based on the phone number or email used, allowing you to deliver tailored customer experiences. In addition, it provides the required information for customer authentication for security and convenience. A stronger relationship can form with access to all necessary information, thereby boosting sales. Customer loyalty and satisfaction will also increase.
Monitor call center performance
CTI software allows you to see and analyze employee productivity. Get real-time stats of call lengths, the number of calls taken, and downtime. With both live drop-in and call recording reviews, you can perform quality assurance too.
How does CTI work?
Computer telephony integration (CTI) allows your workforce to work through the cloud. Cloud technology is optimal for remote work offering reliable continuity and real-time data. Automated and computerized phone controls put all communication in one dashboard. This dashboard gives employees the tools they need to succeed and be efficient. Furthermore, customers can have peace of mind knowing their assistant has the latest information at their disposal. CTI tools include:
- Call-routing through an automatic call distributor (ACD): manages call orders, priorities, and wait times.
- Call Controls: All essential functions of a phone plus call forwarding, call screening, and caller ID.
- Predictive dialers: A computer will auto-dial phone numbers and only connect to an agent when connected.
- Interactive voice response (IVR) systems: routes customers to the appropriate agent through computer systems and keypad entries.
- Screen pops: display customer service management (CRM) information once agents answer a call.
- Call-monitoring: supervisors can listen in on live calls for quality control and support.
- Automatic record creation: recorded calls, organized agent notes, and customer details.
CTI turns business phones into functional computer programs. Once your phone is on the computer, it is possible to integrate it with other software. CTI connects all the programs needed to have a successful business. Once connected, agents can quickly get information and provide excellent customer service experiences. CTI software also improves agent experiences and performance.
The Best CTI Software To Consider
These are the top CTI software to consider for your business:
Fastcall
What it does
Fastcall is the number 1 CTI software for Salesforce. Fastcall allows you to have SMS conversations and video calls, share your screen, transcribe voice, and gain real-time access to data. Easy to use, all functions exist in one platform.
Best for
Fastcall is best for companies using Salesforce as their customer relationship management (CRM) software. When combined, they offer seamless integration. Companies looking for both CTI and CRM solutions can benefit from this combination. A business’ customer service team would benefit significantly from this product. It is also a complete solution for small businesses seeking all their needs met in one product.
Pros
- Excellent support when needed
- Easy to set up, use, and learn
- Fully integrated with Salesforce
- Worldwide service
Cons
- History of 2-3 second call lag times
Pricing
Fastcall’s pricing begins at only $24/user/mo for the Essentials package and $49/user/mo for the Pro package. For businesses looking for a more advanced option with more features, Fastcall recommends contacting them for custom pricing.
Discover all pricing options here.
RingDNA
What it does
RingDNA focuses on productivity and user interface. For customer service agents, automatic connections to the correct accounts and leads streamline the workflow. Remote teams can maximize their time and skills to conversions and sales. Real-time data will display call times and conversions for employee development.
Best for
This CTI software would be best for new and growing companies. Sales teams would significantly benefit from this integrated CTI software.
Pros
- Great real-time data logging
- Prompts customer service agent workflow
- The click-to-dial feature allows you to search and call from your browser
- Ideal for emerging businesses
Cons
- Not Salesforce compatible
- Significantly focused on AI-powered, less human to human support
Pricing
Unavailable online, click here to get a quote.
Nextiva
What it does
Nextiva combines all customer communications into a single platform. Email, text, video, phone, and live messages all become available. Team members can connect online with each other and include customers. This CTI technology removes “busy-work” and optimizes customer service performance.
Best for
Nextiva offers a wide range of services. They are customizable for small businesses, but their focus is on large enterprises. They offer significant discounts for larger companies.
Pros
- Customizable solutions and products
- Offer inhouse CTI and CRM support
- A large company with many services
- Human support, no bots
Cons
- Not Salesforce compatible
- Serving too many solutions
- Not ideal for small businesses
Pricing
- Prices scale based on the number of users
- Four different service plans: Essential, Professional, Enterprise, and Ultimate
- Essential: $17.95 – $23.95/month/user
- Ultimate: $52.95 – $67.95/month/user
Discover all pricing options here.
Aircall
What it does
Aircall is a cloud-based call center software that doesn’t require a physical phone; everything is online with Aircall. Because it integrates well with Salesforce, all company departments can integrate their specific applications. It truly is an all-in-one solution.
Best for
Aircall is best for companies who need call center support. Using VoIP infrastructure, Aircall reduces hardware requirements. If you are a business looking for an updated call center, Aircall is for you.
Pros
- Great customer service
- Good salesforce integration
- Completely online CTI solution
Cons
- Not Salesforce compatible
- It does not support SMS images
- Ongoing stability and interface issues
Pricing
Aircall offers two pricing packages; an essentials pricing package starting at $30/user/mo and a professional package offered at $50/user/mo.
Discover all pricing options here.
Five9
What it does
Five9 is a predictable and cost-effective solution. The software integrates well with all major CRM software and requires no equipment beyond a computer, internet, and headset. Five9 powers small businesses and large enterprises. They successfully service over 2,000 clients.
Best for
Five9 is best for businesses that use CRM services other than Salesforce and does it well. An affordable solution for both small businesses and large enterprises.
Pros
- CRM integration with all leading providers
- Increases talk time by 300%
- Cloud-based
- Great call quality
Cons
- Poor customer reviews of Salesforce integration
- History of out-of-service dialer
- Unorganized statistical data
Pricing
- As low as $15/month, per user
Discover all pricing options here.
Grasshopper
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What it does
Grasshopper allows you to use your existing cell phone and desktop, creating a separate professional line for business communication. While Grasshopper will enable you to maintain privacy on personal lines, it is not a complete CTI solution, as it does not allow for CRM integration.
Best for
Grasshopper is ideal for small businesses, including new entrepreneurs seeking a professional and affordable telephone option.
Pros
- Perfect for small businesses
- Separate work and personal lines
- Mobile and desktop interface
Cons
- Not a complete CTI solution
- No CRM integration
Pricing
- $29/month for 1 phone number with 3 extensions
- $51/month for 3 phone numbers and 6 extensions
- $78/month for 5 phone numbers and unlimited extensions
Discover all pricing options here.
8×8
What it does
8×8 is a complete CTI solution. It includes phone, video, and messaging integration. Enhancement of employee and customer experiences is the output. It has CRM integration with multiple major software like Salesforce and Oracle. 8×8 currently has over 2 million business users.
Best for
8×8 is best for businesses with existing infrastructure. This CTI solution will work hard to integrate multiple existing services.
Pros
- Has Salesforce integration
- Useful screen popups
Cons
- Poor customer support
- Many user-interface issues
- Slow
- Expensive
Pricing
Businesses love 8×8’s dynamic pricing options, allowing you to choose from their unified communications, the contact center, or the all-in-one contact center and communications. Pricing begins at $12/user/mo; we recommend checking their website for complete details.
Discover all pricing options here.
Talkdesk
What it does
Talkdesk offers customer service solutions. This CTI software offers integration with all types of software. An innovative company, they solve issues for many industries. They work with communications, media, entertainment, financial services, government, education, healthcare, retail, e-commerce, travel, and hospitality. They help design functional contact centers of all kinds.
Best for
Talkdesk is best for large enterprises and companies with pre-existing infrastructure. It will connect multiple programs into an integrated CTI dashboard.
Pros
- Good Salesforce integration
- Simple to use
- The phone call quality is good
Cons
- High yearly price increases
- The design could be more intuitive
- Customizable design is needed
Pricing
- Unavailable online, click here to get a quote.
Do You Need to Upgrade Your Call Center?
Whether a new or experienced business, you are likely dealing with customers over the phone and online. With more of us working from home, CTI software can help streamline your communications. Simple software without complicated equipment has been crucial in the modern-day. Good CTI software should simplify your life and improve both employee and customer experiences.
If you already use Salesforce as your CRM software Fastcall is the perfect CTI solution for you. Native to Salesforce, it has seamless integration. If you are looking for both CRM and CTI solutions, this combination will put your company ahead. If in doubt, there are free trial periods for many of the CTI programs listed here. Why not give Fastcall a try today?
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