What is CTI?
In simple terms, Computer Telephony Integration is the ability to blend the fucntionality and general use of the company Customer Relationship Management [CRM] database and the telephone system.
Alternatively, it could mean Windows client applications that provide call control and Outlook integration
Why is it important for my customers?
The ability to integrate telephony into your internal CRM can profoundly improve efficiency and provide a friendlier experience for an inbound client caller. Providing a tightly integrated CTI solution for your clients also makes it much more difficult for a competitor to lure them away.
Why is CTI often difficult to deploy?
There is considerable variety in the CRM type applications currently available. many of these support different standards and deployment models, from web based and client front ends, to off the shelf and totally bespoke systems. It is this sheer variety, and the technical skills required, that has typically been a barrier to wider CTI adoption.
What is the VanillaIP Solution?
Typically a client will be looking for inbound screen-pop or outbound click-to-dial and we have considerable experience in making this happen. Our CTI options do not require any direct linking of the telephone to the PC. There is no server or other hardware onsite. Rather, the association between the user PC and telephone is made in the VanillaIP core, greatly simplifying deployment and scalability [this is often referred to as third party CTI].
