Clearvoice CMS

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This integration was termed Computer Telephony Integration (CTI) with the most common method of integration being TAPI - the Telephony Application Process Interface developed by Microsoft. A computer is now able to recognize the data being transmitted along the telephone line and for that data to be used in conjunction with the telephone system in the routing of calls and the simultaneous presentation of information to the pc user.

CTI now provides a company with the necessary software tools to blend profit-making technologies together. It is the powerful productivity enhancement which enables every employee to see who is calling and to manage their own extensions.

CTI enables you to streamline how your teams work to create a faster and more personal service. All this can save seconds on each call and can dramatically reduce company overheads.

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Customer satisfaction is good business. Providing a first-class service on the telephone is the first step in creating that satisfaction. That is why CTI is so indispensable. For customers it is all about waiting, or rather not wanting to wait. Waiting is the enemy. If customers wait to be answered, wait to be connected to the right person, wait for a person to find their details and then have to repeat information, it's not good service.

CTI addresses the three key requirements for an effective and productive telephone service. If you know who is calling before answering the telephone you will be able to direct the call to the most appropriate person to handle the call. It also means that customers will feel valued because they are recognized by your staff.

Furthermore handling calls on-screen and having customer data presented instantaneously dramatically increases the quality of customer interaction as it eliminates repetitive questioning and conveys a sense of competent service. It is simply about linking your telephone to your business application and CTI provides that.

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