Computer telephony integration CTI, is a technology that allows interactions on a telephone and a
computer to be integrated. In other words it allow you to control your phone with your computer
and vice versa. Establishing link over CTI will enable to do a wide range of things that will
improve the way of telephony communication.
CTI applications provide the ability to,
Callers Authentication, by capturing CLID and comparing it with Database/ business application
Call routing, based on predefined algorithm becomes efficient.
Screen popup, offers to view incoming callerís information automatically on computer from database.
Outbound Dialing, agents can make calls from their computer with just a click of a mouse.
Phone control, advance features i.e., answer, hang up, transfer, hold, mute, etc. on desktop screen.
Agent state, information is logged i.e Ready, Busy, Not ready, Break, etc.
- Dashboard call logs (i.e., call history, call recordings, call transcripts, call metrics) and other relevant caller data
TELESOFT is capable of communicating with most of Telephony System brands available in market.
Based on this advance technology multiple functional applications are developed.