# Computer-Telephone Integration New York

Computer-telephone integration will eventually move from the specialized computers of today until they become integrated with the other computer systems that a business runs on. As recently as a few years ago, CTI services were mostly touch-tone response systems. Now, computer-telephony integration companies are able to offer more and varied services, including voice response systems.

## 1 . Local Companies1-800 We Answer(212) 868-1121 545 8th Avenue, Suite 401 New York, NY Loren Communications International LTD(212) 752-4900 155 East 55th Street New York, NY Yellowfish Technologies888-817-2969 43 Falling Brook Rd Fairport, NY Advantacomm Inc(718) 382-1156 1723 Ocean Pkwy Brooklyn, NY MAC Source Communications(800) 343-5554 x3904 2110 South Clinton Ave., Suite 3 Rochester, NY Time Warner Cable(212) 598-1704 120 E. 23rd Street New York, NY GoldenPen Ink Writing Services(917) 386-8105 142-02 185 Street Queens, NY I.T. Realizer 1-718-514-2888 1749 63rd street suite 1A Brooklyn, NY Vonage Sales- Voip Brooklyn(646) 217-4737 248 Joralemon St Brooklyn, NY Time Warner Cable(315) 363-4832 1930 Fairview Ave Oneida, NY |

## 2 . What is Computer-Telephone Integration?

Computer-telephone integration, also known as computer-telephony integration, is the use of computer controlled phone systems. If you've called a company or customer service line and been asked to "Push 0" to speak to a representative, or left someone a voicemail, then you have experienced CTI systems. Though on the surface these experiences seem simple, computer-telephone integration companies can offer so much more than simple voicemail or touch tone services.

For call centers, CTI systems can allow for automated dialing and fax systems. Your employees' time isn't spent dialing the phone and getting busy signals, or sending the same set of pages out over and over. Many call centers rely exclusively on CTI systems. The systems can be set to allow time for customer service representatives to enter any additional information before another call is routed to that extension. CTI systems allow for call recording, where not only can you use phone records for training purposes, your call center representatives can take a verbal agreement rather than insisting on a written agreement for contracts or contract agreements.

Because of these options, many computer-telephone integration companies focus on selling their computer-telephone integration system to large call centers. Many call centers purchase computer-telephony systems to cut back on their expenses and ensure that customer calls are routed to the correct department.

For call centers, CTI systems can allow for automated dialing and fax systems. Your employees' time isn't spent dialing the phone and getting busy signals, or sending the same set of pages out over and over. Many call centers rely exclusively on CTI systems. The systems can be set to allow time for customer service representatives to enter any additional information before another call is routed to that extension. CTI systems allow for call recording, where not only can you use phone records for training purposes, your call center representatives can take a verbal agreement rather than insisting on a written agreement for contracts or contract agreements.

Because of these options, many computer-telephone integration companies focus on selling their computer-telephone integration system to large call centers. Many call centers purchase computer-telephony systems to cut back on their expenses and ensure that customer calls are routed to the correct department.

## 3 . Why Use Computer-Telephone Integration?

Businesses other than large call centers can benefit from computer-telephony integration. The largest reason that a company would have computer-telephone integration is to allow each employee to have their own voice mailbox. Unlike with an answering machine, when you have CTI services on a server, the amount of voicemail or the size of the message will not matter. This allows your employees to keep important messages without having to worry about saving space.

Customer service issues become easier with computer-telephone integration. When the customer calls in, their customer file can be set to pop up on the screen of the customer service representative that answers that particular call. This can save time and the effort of trying to find that customer's account information. The computer-telephony system can also allow for information to be faxed out at the click of a button.

As long as your touch-tone (or voice) activated call routing is set up to allow for smooth transitions, your customer service rating will increase with the use of computer-telephone integration. When the incoming telephone calls are directed to the correct employee, customer hold time is reduced and customer service improves. Ultimately, since CTI systems can improve customer service, they can benefit any company that chooses to use them.

Customer service issues become easier with computer-telephone integration. When the customer calls in, their customer file can be set to pop up on the screen of the customer service representative that answers that particular call. This can save time and the effort of trying to find that customer's account information. The computer-telephony system can also allow for information to be faxed out at the click of a button.

As long as your touch-tone (or voice) activated call routing is set up to allow for smooth transitions, your customer service rating will increase with the use of computer-telephone integration. When the incoming telephone calls are directed to the correct employee, customer hold time is reduced and customer service improves. Ultimately, since CTI systems can improve customer service, they can benefit any company that chooses to use them.

## 4 . Other Benefits of Computer-Telephone Integration

Computer-telephone integration companies are working on more and better products, meaning each year, more and more options are released for computer-telephony integration. Two of the many uses of computer-telephone integration include auto dialers and predictive dialers. Where auto dialers can dial telephone numbers to keep your call center employees from having to waste time dialing the telephone or getting busy signals and customers hanging up, predictive dialers wait until the customer service representative is almost done with their telephone call before dialing another number.

With the advent of computer-telephone integration and CTI services, call centers no longer have to be tied to one specific location. Because of computer-telephony integration, you can have customer service representatives in other states, or even working from home. Employees who work from home enable you to decide how many call center representatives you want available at any one time. You do not need to have an employee come in for a straight four or eight hour shift.

Another option with computer-telephone integration is the tailored customer service or trouble ticket script. When a customer calls in to one of your call center employees, you can have a customized script display on the employee's screen. Each answer will affect the next question until the customer's issue can be solved.

With the advent of computer-telephone integration and CTI services, call centers no longer have to be tied to one specific location. Because of computer-telephony integration, you can have customer service representatives in other states, or even working from home. Employees who work from home enable you to decide how many call center representatives you want available at any one time. You do not need to have an employee come in for a straight four or eight hour shift.

Another option with computer-telephone integration is the tailored customer service or trouble ticket script. When a customer calls in to one of your call center employees, you can have a customized script display on the employee's screen. Each answer will affect the next question until the customer's issue can be solved.

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