What is CTI?
Computer Telephony Integration
Computer Telephony Integration (CTI) connects phone systems with computer applications, enabling features like screen pops, click-to-dial, and automatic call logging. CTI allows contact center software to control calls and display caller information to agents, improving efficiency and customer experience.
CTI Features
- Screen pop — Display customer info when calls arrive
- Click-to-dial — Initiate calls from CRM or other applications
- Call control — Answer, hold, transfer, conference from desktop
- Automatic logging — Record call data to CRM automatically
- Predictive info — Pre-fetch data based on caller ID
CTI Benefits
- Reduced handle time — No manual lookups
- Fewer errors — Auto-population eliminates typos
- Better experience — Agents have context immediately
- Improved compliance — Consistent call documentation
Seamless CRM integration. Platform28 connects with your existing systems via CTI and APIs. Learn more.
Connect your systems
Platform28's CTI integration brings customer data to agents automatically.