CTI

CTI (Computer Telephony Interface): the connection of the Call Center with the telephone system and the CRM system to provide efficient staff and system services. It can also connect to other databases of customers as well.

One important function at the heart of the Call Center is CRM. CTI is a link between the Call Center and CRM systems, so that the caller can see the customer information from the CRM system for use during the conversation. Real Time

 

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