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Computer Telephony Integration

Take advantage of computer telephony integration and see your communication effectiveness soar.

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The widespread use of computers and smart mobile devices has radically transformed the ways we communicate with each other.

In the early days of telephony, call routing was handled by human operators who would manually connect you to the phone number you were trying to contact.

Soon, advances in routing technology meant that the process of getting connected was mostly automated. As the person making a call, all you had to do was dial the phone number of the person you were trying to contact and wait for them to pick up.

The telephony landscape is changing faster than ever and even more so with computer telephony integration.

Here’s everything we’re going to take a peek at today:

What Is Computer Telephony Integration (CTI)

What Is Computer Telephony Integration (CTI)

What Is Computer Telephony Integration (CTI)

What Is Computer Telephony Integration (CTI)

Woman_at_computer_in_video_meeting.jpg

Woman_at_computer_in_video_meeting.jpg

Woman_at_computer_in_video_meeting.jpg

Woman_at_computer_in_video_meeting.jpg

Computer Telephony Integration is a phrase that refers to any technology that helps integrate computers with telephones.

Of course, “computer” is itself a pretty vague concept. Defining a computer as any machine that computes opens the door to a whole host of devices that could be integrated into our telephone networks. But there’s little advantage to be gained from plugging a pocket calculator into your organization’s telephone system.

Generally speaking, CTI refers to the practice of incorporating screen-based computing devices into telephone networks. These are often desktop computers, but laptops, smartphones, and tablets can also function as the “computer” in computer telephony integration.

Why Integrate Computers Into Your Phone System?

The most useful functions of CTI software are the ones that enable you to unify call control operations within a single interface.

A traditional Private Branch Exchange (PBX) system manages telephone functions such as routing incoming calls, call forwarding, and other phone controls. A CTI system on the other hand allows you to do all of this from the same interface with which you handle customer data and information processing.

With a powerful suite of CTI capabilities, deploying a communications solution from 8x8 allows your computer system and your phone system to work together. The combined power of computers and phone networks provides many benefits. CTI allows you to:

  • Make customer information visible
  • Dial numbers and hang up calls from your computer
  • Set up and streamline data pipelines
  • Integrate your phone system with the rest of your business software
  • Increase customer satisfaction
  • Decrease call handle time
  • Improve productivity of employees working on the phone

Computer Telephony Integration is a phrase that refers to any technology that helps integrate computers with telephones.

Of course, “computer” is itself a pretty vague concept. Defining a computer as any machine that computes opens the door to a whole host of devices that could be integrated into our telephone networks. But there’s little advantage to be gained from plugging a pocket calculator into your organization’s telephone system.

Generally speaking, CTI refers to the practice of incorporating screen-based computing devices into telephone networks. These are often desktop computers, but laptops, smartphones, and tablets can also function as the “computer” in computer telephony integration.

Why Integrate Computers Into Your Phone System?

The most useful functions of CTI software are the ones that enable you to unify call control operations within a single interface.

A traditional Private Branch Exchange (PBX) system manages telephone functions such as routing incoming calls, call forwarding, and other phone controls. A CTI system on the other hand allows you to do all of this from the same interface with which you handle customer data and information processing.

With a powerful suite of CTI capabilities, deploying a communications solution from 8x8 allows your computer system and your phone system to work together. The combined power of computers and phone networks provides many benefits. CTI allows you to:

  • Make customer information visible
  • Dial numbers and hang up calls from your computer
  • Set up and streamline data pipelines
  • Integrate your phone system with the rest of your business software
  • Increase customer satisfaction
  • Decrease call handle time
  • Improve productivity of employees working on the phone

Computer Telephony Integration is a phrase that refers to any technology that helps integrate computers with telephones.

Of course, “computer” is itself a pretty vague concept. Defining a computer as any machine that computes opens the door to a whole host of devices that could be integrated into our telephone networks. But there’s little advantage to be gained from plugging a pocket calculator into your organization’s telephone system.

Generally speaking, CTI refers to the practice of incorporating screen-based computing devices into telephone networks. These are often desktop computers, but laptops, smartphones, and tablets can also function as the “computer” in computer telephony integration.

Why Integrate Computers Into Your Phone System?

The most useful functions of CTI software are the ones that enable you to unify call control operations within a single interface.

A traditional Private Branch Exchange (PBX) system manages telephone functions such as routing incoming calls, call forwarding, and other phone controls. A CTI system on the other hand allows you to do all of this from the same interface with which you handle customer data and information processing.

With a powerful suite of CTI capabilities, deploying a communications solution from 8x8 allows your computer system and your phone system to work together. The combined power of computers and phone networks provides many benefits. CTI allows you to:

  • Make customer information visible
  • Dial numbers and hang up calls from your computer
  • Set up and streamline data pipelines
  • Integrate your phone system with the rest of your business software
  • Increase customer satisfaction
  • Decrease call handle time
  • Improve productivity of employees working on the phone

Computer Telephony Integration is a phrase that refers to any technology that helps integrate computers with telephones.

Of course, “computer” is itself a pretty vague concept. Defining a computer as any machine that computes opens the door to a whole host of devices that could be integrated into our telephone networks. But there’s little advantage to be gained from plugging a pocket calculator into your organization’s telephone system.

Generally speaking, CTI refers to the practice of incorporating screen-based computing devices into telephone networks. These are often desktop computers, but laptops, smartphones, and tablets can also function as the “computer” in computer telephony integration.

Why Integrate Computers Into Your Phone System?

The most useful functions of CTI software are the ones that enable you to unify call control operations within a single interface.

A traditional Private Branch Exchange (PBX) system manages telephone functions such as routing incoming calls, call forwarding, and other phone controls. A CTI system on the other hand allows you to do all of this from the same interface with which you handle customer data and information processing.

With a powerful suite of CTI capabilities, deploying a communications solution from 8x8 allows your computer system and your phone system to work together. The combined power of computers and phone networks provides many benefits. CTI allows you to:

  • Make customer information visible
  • Dial numbers and hang up calls from your computer
  • Set up and streamline data pipelines
  • Integrate your phone system with the rest of your business software
  • Increase customer satisfaction
  • Decrease call handle time
  • Improve productivity of employees working on the phone

Using CTI to Enhance Customer Experiences

Using CTI to Enhance Customer Experiences

Using CTI to Enhance Customer Experiences

Using CTI to Enhance Customer Experiences

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ask_your_contact_center_agents_to_improve_customer_experience.jpg

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CTI technologies are used to optimize customer interactions that occur via a phone call. Using CTI improves the customer experience because it removes friction in the customer journey.

Without CTI, doing business over the phone means you have to deal with a separate computer system and phone system. This means having one device for call management and another for processing information.

There are many ways that businesses interact with their customers over the phone. Some organizations will operate a small help desk that employs only a few customer support agents to deal with inbound calls.

At the other end of the spectrum, sales teams that run a telephone-based operation might need to employ hundreds of call center agents to make a large volume of outbound calls.

Using CTI In Contact Centers

Using CTI In Contact Centers

Using CTI In Contact Centers

Using CTI In Contact Centers

In the past, telephone-based call centers could get by without computers. That’s because whether they were making or receiving calls, the conversations were happening solely over the phone.

These days, however, phone-based call centers have been largely superseded by omnichannel contact centers. As opposed to call centers, contact centers deal with multiple channels of communication, from voice and video calls to SMS text messages and live chat.

Here is a comparison of traditional call centers and contact centers:

Call Center Contact Center
Only set up to deal with voice calls Can handle voice calls, video calls, SMS messaging, email, and more
Can rely on telephones alone Omnichannel approach to communications makes computers essential
Typically connected to Public Switched Telephone Network (PSTN) Various network configurations possible, including PTSN-based, VoIP-only, and a mixed approach that combines PTSN and VoIP connectivity
Call Center Contact Center
Only set up to deal with voice calls Can handle voice calls, video calls, SMS messaging, email, and more
Can rely on telephones alone Omnichannel approach to communications makes computers essential
Typically connected to Public Switched Telephone Network (PSTN) Various network configurations possible, including PTSN-based, VoIP-only, and a mixed approach that combines PTSN and VoIP connectivity
Call Center Contact Center
Only set up to deal with voice calls Can handle voice calls, video calls, SMS messaging, email, and more
Can rely on telephones alone Omnichannel approach to communications makes computers essential
Typically connected to Public Switched Telephone Network (PSTN) Various network configurations possible, including PTSN-based, VoIP-only, and a mixed approach that combines PTSN and VoIP connectivity
Call Center Contact Center
Only set up to deal with voice calls Can handle voice calls, video calls, SMS messaging, email, and more
Can rely on telephones alone Omnichannel approach to communications makes computers essential
Typically connected to Public Switched Telephone Network (PSTN) Various network configurations possible, including PTSN-based, VoIP-only, and a mixed approach that combines PTSN and VoIP connectivity

With the range of communication channels employed by modern contact centers spanning a mix of digital and analog media, these channels need integrated technology solutions that can interact with the various systems and networks in use.

For this reason, CTI has become essential to the everyday work of contact centers that mobilize multiple communication channels.

Thanks to advances in cloud-based telephony, providers like 8x8 are able to bundle together all the features contact centers need to properly integrate computers into their telecommunications setup.

With a CTI solution from 8x8, contact center agents can access many powerful features from their computers. These include:

  • Cloud-based Voice over Internet Protocol (VoIP) telephony
  • Predictive dialers
  • Real-time call data and up-to-date metrics
  • Call monitoring
  • Organization-wide analytics and call reporting
  • Call recording
  • Automatic, multi-language transcription
  • AI-powered insights and workflows

With the range of communication channels employed by modern contact centers spanning a mix of digital and analog media, these channels need integrated technology solutions that can interact with the various systems and networks in use.

For this reason, CTI has become essential to the everyday work of contact centers that mobilize multiple communication channels.

Thanks to advances in cloud-based telephony, providers like 8x8 are able to bundle together all the features contact centers need to properly integrate computers into their telecommunications setup.

With a CTI solution from 8x8, contact center agents can access many powerful features from their computers. These include:

  • Cloud-based Voice over Internet Protocol (VoIP) telephony
  • Predictive dialers
  • Real-time call data and up-to-date metrics
  • Call monitoring
  • Organization-wide analytics and call reporting
  • Call recording
  • Automatic, multi-language transcription
  • AI-powered insights and workflows

With the range of communication channels employed by modern contact centers spanning a mix of digital and analog media, these channels need integrated technology solutions that can interact with the various systems and networks in use.

For this reason, CTI has become essential to the everyday work of contact centers that mobilize multiple communication channels.

Thanks to advances in cloud-based telephony, providers like 8x8 are able to bundle together all the features contact centers need to properly integrate computers into their telecommunications setup.

With a CTI solution from 8x8, contact center agents can access many powerful features from their computers. These include:

  • Cloud-based Voice over Internet Protocol (VoIP) telephony
  • Predictive dialers
  • Real-time call data and up-to-date metrics
  • Call monitoring
  • Organization-wide analytics and call reporting
  • Call recording
  • Automatic, multi-language transcription
  • AI-powered insights and workflows

With the range of communication channels employed by modern contact centers spanning a mix of digital and analog media, these channels need integrated technology solutions that can interact with the various systems and networks in use.

For this reason, CTI has become essential to the everyday work of contact centers that mobilize multiple communication channels.

Thanks to advances in cloud-based telephony, providers like 8x8 are able to bundle together all the features contact centers need to properly integrate computers into their telecommunications setup.

With a CTI solution from 8x8, contact center agents can access many powerful features from their computers. These include:

  • Cloud-based Voice over Internet Protocol (VoIP) telephony
  • Predictive dialers
  • Real-time call data and up-to-date metrics
  • Call monitoring
  • Organization-wide analytics and call reporting
  • Call recording
  • Automatic, multi-language transcription
  • AI-powered insights and workflows

Integrating Customer Relationship Management (CRM) Systems

A customer relationship management (CRM) system is a piece of software that helps you organize your customer information and better manage customer relationships.

By keeping all the relevant databases in a single place and allowing you to keep detailed customer records, CRM software lets you use advanced data analytics to create a better customer experience from start to finish.

The 8x8 CTI platform integrates seamlessly with all major CRM systems, including:

  • Zendesk
  • Microsoft Dynamics
  • Salesforce
  • And many more

Features of CRM Integration

There are three key functions to be gained by connecting your CTI and CRM:

  • Click to dial
  • Screen Pops
  • Data Visualization

Click to Dial

Click to dial functionality gives agents the ability to click a number in their CRM database and have an outbound call made from their phone, without the need to use a manual dialer.

Without proper integration, agents are left having to switch between their phone software and their CRM software.

Screen Pops

Screen pops are on-screen information windows that pop up when you answer an incoming call. They display a summary of what’s known about the inbound number pulled from your CRM database.

By making basic caller information available, screen pops mean employees that receive incoming calls such as customer support workers can get to the point faster. Improving agent productivity and helping them deliver more streamlined, efficient customer service.

Data Visualization

The greater possibilities for visualizing information is one of the main benefits of CTI. Compared to using a telephone alone, the inclusion of computer screens in your telecommunications setup provides a powerful means of accessing and interpreting a wealth of valuable data.

When your CTI phone system and CRM tool work together, the opportunities for data visualization are further multiplied. With proper integration, you can see caller ID and other real-time call data from your telephone system alongside previously collected information and useful business intelligence from your CRM application.

Benefits of Connecting Your Phone system and CRM Software

For modern businesses, CTI and CRM systems are two of the most important prices of software that get used on a daily basis. As such, there are significant advantages to be gained by integrating your telephone system and your CRM software.

Create a Better Customer Experience

An integrated CRM-CTI strategy helps inbound telephone agents provide more efficient, higher-quality service by connecting caller information from their CTI software with customer history stored in their CRM databases.

Enhance Customer Support and Sales Team Performance

By displaying caller information in screen pops, CTI solutions that make CRM data readily available to telephone agents mean they don’t have to waste time asking for or looking up basic details.

When it comes to outbound calls such as sales calls, potential customers are more likely to take sales reps seriously if they’re equipped with key information such as people’s names and purchase history.

Streamline Outbound Calling

Computer telephony integration is indispensable if you want a streamlined, efficient way of making outbound calls. Why waste time reading numbers from contact lists and manually dialing when you can make calls at the click of a button?

With a CTI system that is properly aligned with your CRM software, no matter which application you choose to use as your primary communications hub, initiating calls can all be done from a single interface.

Optimize Interactive Voice Response (IVR) Systems

Interactive Voice Response (IVR) is a technology that allows callers to navigate menus so that they can automatically be routed to the most appropriate extension, allowing for aspects like language- and skills-based routing. It does this by interpreting DTFM tones or by speech recognition.

8x8’s intelligent IVR menus use the latest speech recognition and conversational AI technology to implement customized menu paths for incoming callers.

Connecting your IVR system to your CRM solution allows you to better consolidate customer data, keep track of customer tickets, and streamline your workflows.

Cloud-to-Cloud Integration

When it comes to optimizing your customer relationships, the ultimate CTI solution is to connect a cloud-based CRM system like salesforce to a cloud-based communications platform like 8x8.

When both CRM and CTI systems are set up to function independently of individual, on-premises servers, otherwise impossible automation options open up that allows you to route calls based on customer profiles associated with each number.

For example, you can prioritize VIP clients, ensuring that they’re always moved to the front of the call queue. You can even set up your CTI system so that callers are automatically routed to the agent they previously spoke to or the one that is dealing with their specific case.

A customer relationship management (CRM) system is a piece of software that helps you organize your customer information and better manage customer relationships.

By keeping all the relevant databases in a single place and allowing you to keep detailed customer records, CRM software lets you use advanced data analytics to create a better customer experience from start to finish.

The 8x8 CTI platform integrates seamlessly with all major CRM systems, including:

  • Zendesk
  • Microsoft Dynamics
  • Salesforce
  • And many more

Features of CRM Integration

There are three key functions to be gained by connecting your CTI and CRM:

  • Click to dial
  • Screen Pops
  • Data Visualization

Click to Dial

Click to dial functionality gives agents the ability to click a number in their CRM database and have an outbound call made from their phone, without the need to use a manual dialer.

Without proper integration, agents are left having to switch between their phone software and their CRM software.

Screen Pops

Screen pops are on-screen information windows that pop up when you answer an incoming call. They display a summary of what’s known about the inbound number pulled from your CRM database.

By making basic caller information available, screen pops mean employees that receive incoming calls such as customer support workers can get to the point faster. Improving agent productivity and helping them deliver more streamlined, efficient customer service.

Data Visualization

The greater possibilities for visualizing information is one of the main benefits of CTI. Compared to using a telephone alone, the inclusion of computer screens in your telecommunications setup provides a powerful means of accessing and interpreting a wealth of valuable data.

When your CTI phone system and CRM tool work together, the opportunities for data visualization are further multiplied. With proper integration, you can see caller ID and other real-time call data from your telephone system alongside previously collected information and useful business intelligence from your CRM application.

Benefits of Connecting Your Phone system and CRM Software

For modern businesses, CTI and CRM systems are two of the most important prices of software that get used on a daily basis. As such, there are significant advantages to be gained by integrating your telephone system and your CRM software.

Create a Better Customer Experience

An integrated CRM-CTI strategy helps inbound telephone agents provide more efficient, higher-quality service by connecting caller information from their CTI software with customer history stored in their CRM databases.

Enhance Customer Support and Sales Team Performance

By displaying caller information in screen pops, CTI solutions that make CRM data readily available to telephone agents mean they don’t have to waste time asking for or looking up basic details.

When it comes to outbound calls such as sales calls, potential customers are more likely to take sales reps seriously if they’re equipped with key information such as people’s names and purchase history.

Streamline Outbound Calling

Computer telephony integration is indispensable if you want a streamlined, efficient way of making outbound calls. Why waste time reading numbers from contact lists and manually dialing when you can make calls at the click of a button?

With a CTI system that is properly aligned with your CRM software, no matter which application you choose to use as your primary communications hub, initiating calls can all be done from a single interface.

Optimize Interactive Voice Response (IVR) Systems

Interactive Voice Response (IVR) is a technology that allows callers to navigate menus so that they can automatically be routed to the most appropriate extension, allowing for aspects like language- and skills-based routing. It does this by interpreting DTFM tones or by speech recognition.

8x8’s intelligent IVR menus use the latest speech recognition and conversational AI technology to implement customized menu paths for incoming callers.

Connecting your IVR system to your CRM solution allows you to better consolidate customer data, keep track of customer tickets, and streamline your workflows.

Cloud-to-Cloud Integration

When it comes to optimizing your customer relationships, the ultimate CTI solution is to connect a cloud-based CRM system like salesforce to a cloud-based communications platform like 8x8.

When both CRM and CTI systems are set up to function independently of individual, on-premises servers, otherwise impossible automation options open up that allows you to route calls based on customer profiles associated with each number.

For example, you can prioritize VIP clients, ensuring that they’re always moved to the front of the call queue. You can even set up your CTI system so that callers are automatically routed to the agent they previously spoke to or the one that is dealing with their specific case.

A customer relationship management (CRM) system is a piece of software that helps you organize your customer information and better manage customer relationships.

By keeping all the relevant databases in a single place and allowing you to keep detailed customer records, CRM software lets you use advanced data analytics to create a better customer experience from start to finish.

The 8x8 CTI platform integrates seamlessly with all major CRM systems, including:

  • Zendesk
  • Microsoft Dynamics
  • Salesforce
  • And many more

Features of CRM Integration

There are three key functions to be gained by connecting your CTI and CRM:

  • Click to dial
  • Screen Pops
  • Data Visualization

Click to Dial

Click to dial functionality gives agents the ability to click a number in their CRM database and have an outbound call made from their phone, without the need to use a manual dialer.

Without proper integration, agents are left having to switch between their phone software and their CRM software.

Screen Pops

Screen pops are on-screen information windows that pop up when you answer an incoming call. They display a summary of what’s known about the inbound number pulled from your CRM database.

By making basic caller information available, screen pops mean employees that receive incoming calls such as customer support workers can get to the point faster. Improving agent productivity and helping them deliver more streamlined, efficient customer service.

Data Visualization

The greater possibilities for visualizing information is one of the main benefits of CTI. Compared to using a telephone alone, the inclusion of computer screens in your telecommunications setup provides a powerful means of accessing and interpreting a wealth of valuable data.

When your CTI phone system and CRM tool work together, the opportunities for data visualization are further multiplied. With proper integration, you can see caller ID and other real-time call data from your telephone system alongside previously collected information and useful business intelligence from your CRM application.

Benefits of Connecting Your Phone system and CRM Software

For modern businesses, CTI and CRM systems are two of the most important prices of software that get used on a daily basis. As such, there are significant advantages to be gained by integrating your telephone system and your CRM software.

Create a Better Customer Experience

An integrated CRM-CTI strategy helps inbound telephone agents provide more efficient, higher-quality service by connecting caller information from their CTI software with customer history stored in their CRM databases.

Enhance Customer Support and Sales Team Performance

By displaying caller information in screen pops, CTI solutions that make CRM data readily available to telephone agents mean they don’t have to waste time asking for or looking up basic details.

When it comes to outbound calls such as sales calls, potential customers are more likely to take sales reps seriously if they’re equipped with key information such as people’s names and purchase history.

Streamline Outbound Calling

Computer telephony integration is indispensable if you want a streamlined, efficient way of making outbound calls. Why waste time reading numbers from contact lists and manually dialing when you can make calls at the click of a button?

With a CTI system that is properly aligned with your CRM software, no matter which application you choose to use as your primary communications hub, initiating calls can all be done from a single interface.

Optimize Interactive Voice Response (IVR) Systems

Interactive Voice Response (IVR) is a technology that allows callers to navigate menus so that they can automatically be routed to the most appropriate extension, allowing for aspects like language- and skills-based routing. It does this by interpreting DTFM tones or by speech recognition.

8x8’s intelligent IVR menus use the latest speech recognition and conversational AI technology to implement customized menu paths for incoming callers.

Connecting your IVR system to your CRM solution allows you to better consolidate customer data, keep track of customer tickets, and streamline your workflows.

Cloud-to-Cloud Integration

When it comes to optimizing your customer relationships, the ultimate CTI solution is to connect a cloud-based CRM system like salesforce to a cloud-based communications platform like 8x8.

When both CRM and CTI systems are set up to function independently of individual, on-premises servers, otherwise impossible automation options open up that allows you to route calls based on customer profiles associated with each number.

For example, you can prioritize VIP clients, ensuring that they’re always moved to the front of the call queue. You can even set up your CTI system so that callers are automatically routed to the agent they previously spoke to or the one that is dealing with their specific case.

A customer relationship management (CRM) system is a piece of software that helps you organize your customer information and better manage customer relationships.

By keeping all the relevant databases in a single place and allowing you to keep detailed customer records, CRM software lets you use advanced data analytics to create a better customer experience from start to finish.

The 8x8 CTI platform integrates seamlessly with all major CRM systems, including:

  • Zendesk
  • Microsoft Dynamics
  • Salesforce
  • And many more

Features of CRM Integration

There are three key functions to be gained by connecting your CTI and CRM:

  • Click to dial
  • Screen Pops
  • Data Visualization

Click to Dial

Click to dial functionality gives agents the ability to click a number in their CRM database and have an outbound call made from their phone, without the need to use a manual dialer.

Without proper integration, agents are left having to switch between their phone software and their CRM software.

Screen Pops

Screen pops are on-screen information windows that pop up when you answer an incoming call. They display a summary of what’s known about the inbound number pulled from your CRM database.

By making basic caller information available, screen pops mean employees that receive incoming calls such as customer support workers can get to the point faster. Improving agent productivity and helping them deliver more streamlined, efficient customer service.

Data Visualization

The greater possibilities for visualizing information is one of the main benefits of CTI. Compared to using a telephone alone, the inclusion of computer screens in your telecommunications setup provides a powerful means of accessing and interpreting a wealth of valuable data.

When your CTI phone system and CRM tool work together, the opportunities for data visualization are further multiplied. With proper integration, you can see caller ID and other real-time call data from your telephone system alongside previously collected information and useful business intelligence from your CRM application.

Benefits of Connecting Your Phone system and CRM Software

For modern businesses, CTI and CRM systems are two of the most important prices of software that get used on a daily basis. As such, there are significant advantages to be gained by integrating your telephone system and your CRM software.

Create a Better Customer Experience

An integrated CRM-CTI strategy helps inbound telephone agents provide more efficient, higher-quality service by connecting caller information from their CTI software with customer history stored in their CRM databases.

Enhance Customer Support and Sales Team Performance

By displaying caller information in screen pops, CTI solutions that make CRM data readily available to telephone agents mean they don’t have to waste time asking for or looking up basic details.

When it comes to outbound calls such as sales calls, potential customers are more likely to take sales reps seriously if they’re equipped with key information such as people’s names and purchase history.

Streamline Outbound Calling

Computer telephony integration is indispensable if you want a streamlined, efficient way of making outbound calls. Why waste time reading numbers from contact lists and manually dialing when you can make calls at the click of a button?

With a CTI system that is properly aligned with your CRM software, no matter which application you choose to use as your primary communications hub, initiating calls can all be done from a single interface.

Optimize Interactive Voice Response (IVR) Systems

Interactive Voice Response (IVR) is a technology that allows callers to navigate menus so that they can automatically be routed to the most appropriate extension, allowing for aspects like language- and skills-based routing. It does this by interpreting DTFM tones or by speech recognition.

8x8’s intelligent IVR menus use the latest speech recognition and conversational AI technology to implement customized menu paths for incoming callers.

Connecting your IVR system to your CRM solution allows you to better consolidate customer data, keep track of customer tickets, and streamline your workflows.

Cloud-to-Cloud Integration

When it comes to optimizing your customer relationships, the ultimate CTI solution is to connect a cloud-based CRM system like salesforce to a cloud-based communications platform like 8x8.

When both CRM and CTI systems are set up to function independently of individual, on-premises servers, otherwise impossible automation options open up that allows you to route calls based on customer profiles associated with each number.

For example, you can prioritize VIP clients, ensuring that they’re always moved to the front of the call queue. You can even set up your CTI system so that callers are automatically routed to the agent they previously spoke to or the one that is dealing with their specific case.

Make the Most of CTI Technology With 8x8

Make the Most of CTI Technology With 8x8

Make the Most of CTI Technology With 8x8

Make the Most of CTI Technology With 8x8

For a powerful CTI solution that integrates seamlessly with CRM systems and workforce management software, look no further than 8x8 Contact Center. 8x8 Contact Center is an all-in-one collaboration solution that can make the experience of communicating in an omnichannel environment more seamless.

Suitable for inbound, outbound, and inbound-outbound contact centers, the 8x8 Contact Center is ideal for organizations that require a unified communications platform that combines multiple communication channels.