Call Center Software Computer Telephony Intigration
An Overview
Computer Telephony Integration (CTI) emerges as a game-changing technology that revolutionizes the way organizations interact with their customers. By seamlessly integrating telephone systems with computer applications, CTI enables businesses to streamline workflows, enhance customer experiences, and drive productivity. In this article, we will delve into the power of CTI, its benefits, and elaborate how DeepCall’s CTI can benefit your business.
Computer Telephony Integration (CTI) is a technology that enables the seamless integration of telephony systems and computer applications. DeepCall’s CTI allows businesses to combine the power of telephone systems with the functionality of computer-based applications, such as customer relationship management (CRM) software, call center software, and collaboration tools.
Screen pop-ups with Caller Information
DeepCall’s CTI enables real-time data exchange and communication between the telephone system and computer applications. It passes events and information of agent’ status and changes in agent status as well as incoming calls to the computer applications. Configure the CTI system to support relevant screen pop-ups on the officers' screens based on call location detection. When a call comes in, the CTI system displays relevant information related to the caller's location on the agent's screen.
Features of Computer Telephony Integration
Pass Events and Information of Officer States
DeepCall can enable the CTI system to pass events and information related to the agent's status and changes in their status, as well as incoming calls, to the computer applications. Likewise, agents can fetch details of customers in real time (whether registered or not registered) by displaying at least 5 service requests.
OS Hosting
DeepCall’s OS hosting on the core CTI functionality shall be a flavour of UNIX or LINUX or Windows or any other supporting OS. Additionally, there is a seamless flow of information between system and OS due to compatibility.
Integration with CRM
CTI enables businesses to provide better customer service by integrating telephony systems with customer databases or CRM software. This integration allows agents to access customer information in real-time, enabling personalized interactions and efficient issue resolution.
Provides the caller’s Caller Identification information
The CTI platform by DeepCall, provides the caller’s CLI (Caller Identification) information. It shall be possible to send & populate agent Desktop with relevant CLI information, allowing them to have relevant details about the caller. They can boost conversations subsequently.
Get Socialized
DeepCall integrates All calls pertaining to social media platforms, such audio and video calls from WhatsApp and skype. Thereby, giving an opportunity for customers to connect with agents from any platform of their choice.
Smooth Interface
As provided with the GUI console, DeepCall ensures that management and configurations are made in real time to give real time alerts and resources. This web-based GUI console is used for administration, configuration & management of the system, performance & resource utilization statistics etc. of the system shall be available through this console.
Network Management
The system by DeepCall is SNMP (Simple Network Management Protocol) manageable such as SNMP v1, SNMP v2c and SNMP-v3 protocols. It shall be able to send SNMP traps to the configured Network Management System (NMS). Our CTI system is SNMP manageable, supporting SNMP versions 1, 2c, and 3 protocols. It is capable of sending SNMP traps to the configured Network Management System (NMS) for monitoring and management purposes.
Authorization Logs of The Users
DeepCall CTI system maintains accounting and authorization logs of user access and commands entered. Secure management access implemented, utilizing mechanisms like SSH, HTTPS, and LDAP/Active Directory for user authentication, authorization, and accounting. This ensures proper security and accountability.
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