What Is an Integrated Phone?
CTI is short for "Computer Telecommunication Integration" in English, which translates to "Computer Telephony Integration" and is the core technology of the Call Center system. [1]
- Application technology that integrates the two technologies of computer and telephone, and combines the two functions of telephone communication and computer information processing.
- It refers to a technology that integrates telephone communication and computer information through software and hardware interfaces and control equipment to achieve the integration of voice and data and enhance communication capabilities. [2]
- Make full use of the computer's information processing capabilities;
- Easy networking and flexible operation;
- Improve the utilization of communication lines;
- Rich system interface and low cost;
- versus
- The development of CTI technology has always been closely related to call centers. Traditional call centers are based on
- At present, there are many differences in understanding of CRM. There are dozens of definitions about it. Some people even suggest that CRM is a culture, an idea, and a doctrine. This makes our understanding of CRM more vague. Can we understand CRM as: CRM is a technology and management method that guides business operations to "customer-centric". Its essence is based on IT system and customer-centric rapid decision support system.
- A more complete CRM system should include: customers
- CTI technology is widely used in:
- 1. Various types of enterprises build customer service center systems
- 2. Government departments build voice service systems / call center systems, such as:
- 110/119/122 three-in-one command and dispatch system or urban emergency linkage system or urban public safety command center system
- 12345 government hotline system
- 95598 Power Customer Service Center System
- 12315 Consumer Complaint Hotline System
- 12366 Tax Service Hotline System
- 12365 quality supervision hotline system
- 12369 Environmental Complaint Hotline System
- 12319 Urban Construction Hotline System
- 12333 Labor and Social Security Telephone Service Center System
- 12348 Legal service hotline system
- Customs Advisory Service Hotline System
- 12316 New Rural Service Hotline System
- 12338 Women's Rights Service Hotline System
- 12320 public health telephone service hotline system, etc .;
- 3. TV shopping / TV station / Newspaper media / Hospital / Transportation // Community / Logistics / Education / Home appliances / Commercial etc.Construction call center system / Customer service center system
- The applicable business types of CTI technology or call center system include: business consultation, problem reflection, complaint acceptance, order acceptance / workflow management, maintenance acceptance, interactive automatic voice response (IVR), preview callout / customer return visit / market Surveys, telemarketing / customer care / telephone return visits / processing results feedback / new product promotion / collection and collection, intelligent forecast outcalling, customer relationship management, etc. [4]