CTI

Use CTI to make your agents more productive when handling calls

Many call centers using traditional phone systems and complicated Computer-Telephony Integration (CTI) solutions find that the costs of implementing and maintaining such cumbersome integrations simply don�t outweigh the benefits.

By taking advantage of Voice-over-IP technology, Five9 alleviates the complexity of premise-based solutions and provides all of the benefits of having integrated computers and telephony. Contact and call data can be used by the Five9 IVR and ACD to make better call routing decisions, and the information can be presented to agents based on layouts associated with user and campaign profiles. The Five9 system can also be configured with custom contact fields to store relevant customer information, and custom call variables for call-related data. All custom data fields can be configured as a variety of data types, and their display and input properties can be controlled to ensure consistent data entry and presentation.

 

Advanced CTI screen pop features

By leveraging so many advanced CTI screen pop features, your callers will be happier because they don�t need to repeat information they already provided, and agents will be more productive because they don't need to re-enter any information already gathered about the caller. By using the information associated with each call to make more effective routing decisions, your call center will operate successfully and deliver high-impact business results.

Learn More About CTI

Five9 provides many valuable resources on this website to help you learn more about Computer Telephony Integration (CTI). We encourage you to browse our website and download additional information to help you learn more about our technology and products.

 Inbound Call Center Datasheet 

 ACD Datasheet 

 Total Cost of Ownership Benefits of a Hosted Solution 

 

Success Story