A lot of time is wasted in telephone customer services when searching for customer and order data. The caller has to wait until the service employee can identify them from their customer number and then the relevant data has to be pulled – only then can the actual advice or sales conversation take place.

With Computer Telephone Integration (CTI) this time span can be bridged. As soon as the telephone rings all the information stored in the system regarding the caller is displayed on the screen.

It is not only inbound calls that can be controlled using CTI but also outbound calls. The user selects a customer or partner directly from the application.

CTI advantages at a glance

• Time is saved by not having to identify a customer through the customer number or lookup searches.
• Quicker inquiries
• More time for actual sales or advice conversations
• More calls can be taken each day
• Exact statistics regarding call behavior of the customers