Computer Telephony Integration (CTI) is a system that supports the voice-channel for call-center agents who are using Siebel Business Applications. Third-party integration is made possible by middle ware packages.

Seibel CTI Integration manages both inbound and outbound routing as well as transfer routing. Customer and agent information is integrated as are channels. Service-level agreements can even be included in the integration.

Voice and e-mail communications channels are supported by this Seibel CTI Integration as well as Web chat. Fax and page are also in the mix as are wireless messages.

It’s all about customers, of course, and computer technology integration adds one more tool for the marketer for the development of his customer base. Not only does it streamline the work of call contact centers, but it also makes the work of service centers and help-desk centers go into overdrive. This is the best software news for call-center managers to come along in a long time.

Managers of call centers constantly look for ways to increase efficient use of resources and this is one way to do that. Any time you can trim seconds from the time it takes to deal with a caller, you are increasing efficiency and productivity. Besides, it improves the quality of the service you provide. No over-and-over repetition of the customer’s complaint or question is required because that information is captured and stored whenever a call comes in. As soon as he picks up his phone, your trouble-shooter has all the information he needs.

At the same time, even smaller organizations that use ACD or PBX need to be looking at the advantages offered from CTI. It can maximize employee output and has been demonstrated to be a money-saver. Companies using CTI report higher sales as a result of the addition of this resource.

For example, routing with this system interprets the data from a company’s system and uses a computerized database to send the call directly to the right person. The person taking the call can see details on his own computer screen and will not need to ask the customer for that information.

At the same time, customer service has received the information and recorded it for the employee who may need to settle a complaint or even respond to a query. Discussing issues can take place without a time-consuming search that accounts for much of the irritation and impatience that customers complain about. The employee who takes the call may not be the one who deals with the customer’s issues, but that information will be instantly available to the one who does answer the questions and does deal with the issues

Companies that employ CTI report that their overall efficiency and productivity have increased significantly since they have added this revolutionary capability.