CTI stands for Computer Telephony Integration, a technology that allows computer programs use telephony functions from PC like call origination directly from a computer (click-to-dial), transfer, hang up, displaying call-related information on a computer screen, no matter: whether it is proprietary hardware-based telephone system, IP-based telephone network or wireless DECT phone.
CTI as a mean of automation can give the following advantages:
Reduce call-handling costs: make less agents do more work;
Reduce telephony bills: spend less on every call you handle;
Reduce human mistakes: let the system operate the contact data without human intervention;
Grow your customer and partner loyalty: know a caller interaction history before agent picks up a phone;
Minimize manual routines;
No need to retire your current telephone system.
Our CTI solutions
As a system integrator we are pleased to provide a CTI solution for the following cases:
ESTOS ProCall. If you store your contact data in Microsoft Outlook / Exchange, Lotus Notes or Active Directory and you need a solution for presence management, instant messaging, collaboration and have it all integrated with a telephone system;
ESTOS MetaDirectory. If you need a centralized contact directory integrated with your telephony;
MaxCTI Custom CTI connectors. If you need to integrate your current CRM, Help- or Service-Desk system with telephony with the help of middleware;
HEAT Voice Automation. Unique ITIL-compliant service-desk solution with out of the box telephony integration;
GoldMine Voice. One of world known CRM systems integrated with telephony out of the box.