COMPUTER TELEPHONY (CTI)
What is CTI ?
Computer Telephony Integration (CTI), or what is known as an “automatic call center”, which is an integration of the abilities of both technologies, namely, computer systems and telephone systems, in order to help manage data communication work by using automatic call networks 24 hours a day with greater efficiency. At present, the technology for CTI systems has had applications developed in the form of integrated communication.
CTI Application
- CTI Applications : Automated Attendant
- CTI Applications : Audiotext
- CTI Applications : Voice Mail
- CTI Applications : Unified Messaging
- CTI Applications : Interactive Voice Response (IVR)
- CTI Applications : Interactive Fax Response (IFR)
- CTI Applications : Fax-On-Demand
- CTI Applications : Fax- Broadcast
- CTI Applications : Fax- Receive
- CTI Statistics Report Program (Web Base)
Benefit of CTI
For Customers/Contacts in General
- Increases communication channels and expands service provision to 24 hours.
- Serves as data and communication centers meeting the same standards.
- Provides product/service, news and information and frequently asked question (FAQ) data services.
- Ensures that customers are facilitated and able to access data quickly and accurately.
For Agency/System Owners
- Minimizes service provision delays and reduce the work of staff in service provision for inquiries about basic data.
- Enhances good images for agencies and raise the level of professional service provision.
Increases convenience in controlling the dissemination of service data according to the same standards. - Allows assessment of service provision performance from reports on service usage statistics.
- Results from service usage can be implemented as guidelines for development, modification and correction of various problems.
