Computer & Telephony Integration (CTI)

Faster call handling. Improved sales effectiveness. Reduced management and personnel costs. Improved individual employee performance. These are goals that our customers achieve through computer telephony integration (CTI).

CTI enables small businesses to quickly and cost-effectively gain advantages over their larger competitors. Common applications of CTI involve voice mail, unified fax and email messaging, computer assisted dialing, computer call tracking and accounting, and sales force automation. 

First Telecommunications specializes in the implementation of Oaisys, Voice4Net, and Mitel environments for small- and medium-sized businesses. Our library of software solutions can be customized for any business-related CTI need.

Advances in CTI continue to improve performance inside and outside the workplace. Businesses seeking new ways to better serve customers, increase productivity, or reduce costs are increasingly turning to this technology solution.

To serve customers efficiently, contact center employees need to know who is calling, the customer’s call history, and pertinent account details. When an employee receives a call, Mitel Contact Center Screen Pop immediately displays the caller’s name and number (ANI), and the toll free number the caller dialed (DNIS). It can also display a trace report that indicates the number of times the caller called in the past week, whom the caller spoke with, and the duration of the calls. With Contact Center Screen Pop, employees can quickly identify customers and the services they are requesting, and view and update database records.