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CTI Integration is Key: A consultative approach is vital to Computer Telephony Integration (CTI). We start by assessing your OEM contact center/customer service needs and requirements. Next, we examine your data environment to determine the best way to implement CTI. PBX Expertise: We are familiar with many PBX models, computers, and networking environments. You will leverage off our expertise when it comes to understanding CTI links, protocols, and formats. CTI with IVR: Many times, CTI is implemented in conjunction with IVR. We are adept at both. IVR provides self service to customers so they don't have to speak with a CSR. If they do need to speak with someone, a screen pop is delivered to the CSR so they don't have to repeat themselves.