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Contact center CTI, or computer telephony integration, refers to the technology that enables the integration of computer systems with telephone systems. It allows contact centers to handle customer interactions more efficiently and effectively by enabling the automation of various tasks and processes.

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CTI technology is typically used in contact centers to route incoming calls to the appropriate agent, based on factors such as the caller's location, language preference, or the type of inquiry. It can also be used to automatically retrieve customer information from a database, display it on the agent's computer screen, and provide the agent with prompts and guidance on how to handle the call.

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In addition to routing and customer information management, CTI technology can also be used for call monitoring and quality assurance, as well as for tracking and analyzing data on call volume, wait times, and other metrics. This can help contact centers improve their operations and better serve their customers.

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Some specific use cases for CTI technology in contact centers include:

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  • Automatic call distribution (ACD): routing incoming calls to the appropriate agent based on skills, availability, or other factors
  • Interactive voice response (IVR): allowing customers to self-service their inquiries or requests through an automated menu system
  • Screen pop: automatically displaying relevant customer information on the agent's screen when a call is received
  • Call recording: capturing audio of customer interactions for quality assurance or training purposes
  • Workforce management: tracking and analyzing data on call volume, wait times, and other metrics to optimize staffing and resource allocation

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Overall, CTI technology is a key component of modern contact centers, enabling organizations to handle customer interactions more efficiently and effectively, and to provide a better experience for their customers.

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