There is a huge demand in businesses for the integration ability of communications solutions. The combination of communications solutions and web/software applications (also named as Computer Telephony Integration) substantially increases the productivity of a company. Following is a list of common areas in various businesses across the world which can get benefit from Computer Telephony Integration (CTI).
- Management / Planning
- Communication
- Information Technology
- Advertisement
- Promotions
- Human Resource / Staff
- Sales / Services
- Customer Relation
- Accounts
- Supply Chain / Logistics
Management / Planning
Businesses need CTI for various coordination activities in management and planning departments. For example, multi-national organizations and other big companies have different geographical locations of their departments and they require voice and video conferencing for communication. Some of the scenarios where CTI is needed for management and planning are given below:
- Communication Security
- Voice and Video Conferences
- Emergency Conferences
- Business Activity Monitoring
- Appointment Reminders
- Follow Me
Communication
Without CTI, services such as Fax, Voice, SMS, and Video calling would not exist. MNCs (Multi-national Companies) and SMBs (Small and Medium Businesses) require connectivity between multiple offices and sites. These communication services provide the backbone for communication and coordination between these offices. Some of the examples of how businesses use these communication services are given below:
- Unified Communication (Email, FAX, Voice, and SMS)
- Secure & encrypted communication
- Inter-connectivity between Multiple Offices / Sites
- Complete PBX solution
- SIP / PSTN termination with LCR and accounting
- Communication logs, history, and recordings
Information Technology
Different CRMs and websites allow integration with CTI for customer retention. CRM integration plays an important role in customer retention and customer satisfaction.
- Website integration
- Online voice chat
- Click to Call
- Fax on demand
- APIs to allow other application/software to communicate
- CRM integration
Advertisement
Advertising and marketing businesses require CTI for different types of broadcasting campaigns to reach the target audience. These broadcasting techniques include:
- Voice broadcasting
- Fax broadcasting
- Email broadcasting
- SMS broadcasting
Promotions
CTI has applications in the promotions of online registration, polls, surveys, and quizzes. More scenarios are such as:
- Registration
- Quiz
- Discount Coupons
Human Resource / Staff
Human resource departments can also benefit from CTI in scenarios such as:
- Emergency alert
- Announcements
- Distance learning
Sales / Services
The application of CTI in the sales and services departments of any organization immensely increases sales and revenue. Better utilization of telecommunication software also improves customer satisfaction and customer retention. Call centers and IVRs are major examples of application areas in sales and services.
- Call Center
- Inbound
- Outbound
- IVR
- Purchase guide, Product information
- Stock / Rate query
- Order Placement
- Delivery information
- Accounts information
Customer Relation
Computer Telephony Integration (CTI) quickly improves relationships with customers. There are many scenarios where an organization can connect with its customers. Some of them are given below:
- Survey
- Announcements
- Support center
- Order by phone
- Order tracking by phone
- Contact gathering
- CRM Integration
Accounts
Accounts-related information can be provided through SMS or playing IVR on a phone call. Most banks are already providing their customers’ such services. Some other scenarios related to loan payment system include:
- Payment Reminders
- Payment confirmation
Supply Chain / Logistics
Supply chain management systems also have applications of CTI in activities related to notifications of items arrival or price list updates.
- Notifications
- Items arrivals
- Price list updates
- Targeted Announcements
- Vehicle tracking
These are just a few examples that how businesses can utilize Computer Telephony Integration (CTI) for their benefit. But its application is not limited to these areas. The application of CTI in businesses is increasing day-by-day and many organizations are using it to maximize their revenue and lead generation.
Source: ICT Innovations.com
