Computer Telephony Integration (CTI) software for contact centers

Use data to drive more successful and informed customer interactions.

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The RingCX app integrated with Salesforce CRM using RingCentral CTI software
The RingCX app integrated with Salesforce CRM using RingCentral CTI software

What is CTI software?

Computer telephony integration, or CTI software, empowers the modern worker to use his or her computer CRM system, like Salesforce, to interact with the company’s contact center phone system for centralized control over all call-related tasks. This cloud contact center feature provides your workforce with an intuitive dashboard interface that serves as a central hub for all office communications on their desktop or laptop. Contact center managers can also monitor their teams and allocate resources for better data-driven decision-making to encourage collaboration and cost savings.

How does a CTI work?

Through computer telephony integration (CTI) technology, your cloud contact center software can enable a host of features that can help your workforce improve productivity and efficiency through a unified dashboard. These advanced calling capabilities make your agents’ jobs easier while providing excellent customer experiences and improving workforce management. 
Common functions of CTI include:

What are the benefits of CTI software for contact centers?

Messaging, Call, Video and SMS icons surrounding a single platform
Messaging, Call, Video and SMS icons surrounding a single platform

Eliminate app switching with a single interface

Boost performance with an immersive agent experience that unifies customer and service intelligence. Integrate all channels, including SMS, live chat, and more to enable your business to expand without requiring resources to maintain a costly infrastructure.

Build meaningful relationships and close new deals

Present screen-pops with critical customer data, such as the case numbers and lead or contact records, from your CRM to agents so they may deliver a personalized, smarter experience. Authenticate customers by matching incoming contact information with data from your CRM, so they aren’t required to repeat personal information multiple times to verify their account.
A record of a contact searched via the RingCentral CTI software
A record of a contact searched via the RingCentral CTI software
RingCentral's Interaction KPIs dashboard
RingCentral's Interaction KPIs dashboard

Measure and monitor KPIs

Effectively monitor team performance through call transcripts, summaries, and recordings. Utilize real-time, historical reporting, and advanced analytics to modulate staff and resources to cultivate a more productive workforce.

Streamline your operations with integrations 

When you integrate your business tools with your contact center, you improve agent efficiency and productivity. This, in turn, leads to better customer experience and satisfaction. 
Integrations with popular CRMs like Salesforce provide a prebuilt CTI for agents to work completely within the CRM interface, eliminating the need to switch between screens. Agents can receive a screen pop of the customer’s information by matching their credentials (like phone numbers) to existing entries in the CRM database. This allows agents to instantly access customer information and history without having to ask the caller for the same information every time they make contact with the organization.

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