Business

What is CTI ?:The benefits of Using a CTI for your Kenyan Business.

Computer telephony integration (CTI) is a technology that connects customer service representatives with customers through computer networks.

Computer telephony integration (CTI) is a technology that connects customer service representatives with customers through computer networks. It is often used by businesses in Kenya to streamline their support services and resolve problems faster.

Functions of a Computer Telephony Integration

CTI's commonly have these functionalities ;

Call routing

Computer telephony integration (CTI) aid in data-directed call routing. This is done through the automatic call distributor (ACD).By using data collected from an incoming call alongside customer data from a company’s system of record for instance a CRM, calls can be routed to an agent that will cater to the needs of the customer.

Screen popping

CTI enables the integration of phone systems and customer relationship management (CRM) applications. This means that when an inbound call is answered by a call center agent , the system will automatically match the caller's contact information with the customer database and draw up a customer screen from the CRM to that agent.

Automated dialing

A CTI enables computer controlled dialing .

Call monitoring

With the help of a CTI , a call center supervisor can monitor live calls so as to provide necessary assistance.

Benefits of a Computer Telephony Integration for a business

Streamline support services and resolve customer problems faster.

Businesses use CTI as a way of responding to customer requests, issues and complaints faster as a result keeping their customers satisfied.

Cost reductions

Computer telephony integration (CTI) is a system that allows businesses to reduce costs by receiving and respond to customer calls quickly, which in the long run saves both time and money.

Businesses can increase the amount of contact time between agent and customer.

A CTI system allows businesses to increase the amount of time their agents spend interacting with customers, which makes for happier customers. If a customer spends more time with a representative and feels like he or she is being listened to, they are likely to be satisfied with the service provided by that representative.

Provides more data collection options

Using a CTI system  provides you with more data collection options than traditional phone systems. For example, when a customer calls your business and leaves a message, you can use this information to train new employees or improve the services that they offer.

Track interactions between customers and sales staff members

Another advantage of using CTI technology is its ability to track interactions between customers and sales staff members who are assigned different roles based on their level within each department (e-commerce manager vs retail assistant). This means not only do customers get superior customer service but so does everyone else involved in running operations at any given moment.

How does CTI work?

Configuring CTI can be a bit of a challenge, but there are plenty of resources available to help you get started. This blog post will give you an overview of what you need to know about configuring CTI for your business.

First, you'll need to decide which CTI solution is right for your business. There are many different options available, so it's important to do your research and choose the one that best fits your needs.

Once you've decided on a CTI solution, you'll need to configure it for your specific system. This usually involves installing software and making sure everything is connected properly. Again, there are plenty of resources available online to help you with this process.

Finally, once your CTI system is up and running, you'll need to train your employees on how to use it. This training should include how to make and receive calls, how to transfer calls, and how to use the various features of the system.

Implement

Key considerations when installing a CTI system

When considering installing a CTI system in Kenya, there are a few key things to keep in mind. First, what kind of business will be using the system? This will determine the features and capacity you'll need. Second, what is the current infrastructure like? Is there a reliable broadband connection? Is the phone system compatible with CTI? These are important factors to consider before making any decisions.

Third, what are the costs involved? CTI systems can be expensive, so it's important to get quotes from several different providers. Be sure to compare features and prices before making a final decision. And fourth, how easy is the system to use? Will staff need training on how to use it? Is the interface user-friendly? These are all important factors to consider when choosing a CTI system.

A computer telephony integration (CTI) system can provide businesses in Kenya with many benefits. The time spent on support services can be reduced , which makes for happier customers and faster resolution of problems.

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Nancy Njeri
January 19, 2023

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