Computer Telephony Integration (CTI) |
Author(s): |
| Saoud Sarwar , Al-falah School of Engg. & technology, Faridabad, India; Ahmad Majeed Zahoory, Al-Falah School of Engg. & Tech. Faridabad, India ; Almas Zahra, Al-falah School of Engg. & technology, Faridabad, India; Syed Mohd Tariq, Al-falah School of Engg. & technology, Faridabad, India; Mohd Sadim , Mohd Aghas Khan, Al-falah School of Engg. & technology, Faridabad, India |
Keywords: |
| Telephony, Automatic Number Identification, Automatic Dialing, First-party Call Control, Third-party Call Control, Caller Line Identification |
Abstract |
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Computer Telephony Integration (CTI) is a key technology within the field of customer relationship management. By combining the reliability and pervasiveness of the telephone with the processing power of the computer, it is possible to improve significantl y the productivity of call centres and the customer experience. The purpose of this presentation is to explore the technologies behind CTI. It provides a brief introduction to the components of CTI and shows how they can be used to provide an effective management of in-bound and out-bound calls within a call centre. It also explores the increasing use of the internet as a point of contact, and shows how an integrated call centre can make use of a wide variety of contact points to produce a unique and consistent experience for the customer. |
Other Details |
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Paper ID: IJSRDV1I12058 Published in: Volume : 1, Issue : 12 Publication Date: 01/03/2013 Page(s): 2684-2685 |
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