{"id":18151,"date":"2020-05-07T10:00:59","date_gmt":"2020-05-07T08:00:59","guid":{"rendered":"https:\/\/fonvirtual.com\/en\/?p=18151"},"modified":"2026-07-28T18:52:08","modified_gmt":"2026-07-28T16:52:08","slug":"what-is-cti-integration","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/what-is-cti-integration\/","title":{"rendered":"What is CTI Integration?"},"content":{"rendered":"<style id=\"fv-tb-hide\">.et_pb_row_inner_1_tb_body,.et_pb_image_0_tb_body{display:none!important}<\/style>\n<div id=\"fv-meta-share\" style=\"position:relative;background:#fff;border:1px solid #ececf1;border-radius:12px;box-shadow:0 4px 18px rgba(20,20,60,0.05);padding:16px 18px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;flex-wrap:wrap;align-items:center;gap:13px;\"><a href=\"https:\/\/fonvirtual.com\/en\/profile-of-emma-smith\/\" style=\"display:inline-flex;align-items:center;gap:10px;text-decoration:none;\"><img loading=\"lazy\" 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if(rtEl){ var cur2=rtEl.textContent.trim(); if(!cur2||cur2==='\u2014'){ var cont=document.querySelector('.et_pb_post_content')||document.querySelector('.entry-content')||document.querySelector('article'); var words=0; if(cont){ var c=cont.cloneNode(true); c.querySelectorAll('[id^=\"fv-\"]').forEach(function(n){n.remove();}); words=(c.textContent||'').trim().split(\/\\s+\/).filter(Boolean).length; } var mins=Math.max(1,Math.round(words\/220)); rtEl.textContent=mins+' min read'; } } } if(document.readyState==='loading') document.addEventListener('DOMContentLoaded',run); else run(); })(); <\/script><\/p>\n<div id=\"fv-featured-img\" style=\"margin:0 0 26px;\"><img decoding=\"async\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2020\/05\/cti-integration.jpg\" alt=\"cti-integration\" style=\"width:100%;height:auto;border-radius:12px;display:block;\" \/><\/div>\n<div id=\"fv-resumen-ia\" style=\"position:relative;background:#fff;border:1px solid #e8e8ee;border-radius:14px;box-shadow:0 6px 24px rgba(20,20,60,0.07);padding:20px 22px 16px;margin:0 0 28px 0;max-width:720px;font-family:inherit;overflow:hidden;\">\n<div style=\"position:absolute;left:0;top:0;bottom:0;width:5px;background:linear-gradient(180deg,#f6343f 0%,#ff7a45 100%);\"><\/div>\n<div style=\"display:flex;align-items:center;gap:10px;margin:0 0 6px;padding-left:8px;\"><svg width=\"20\" height=\"20\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"flex-shrink:0;display:block;\"><path d=\"M12 2L13.9 9.1L21 11L13.9 12.9L12 21L10.1 12.9L3 11L10.1 9.1Z\" fill=\"#f6343f\"\/><path d=\"M19 3L19.6 5.4L22 6L19.6 6.6L19 9L18.4 6.6L16 6L18.4 5.4Z\" fill=\"#ff7a45\" opacity=\"0.85\"\/><\/svg><span style=\"font-weight:700;font-size:16px;color:#1a1a2e;letter-spacing:-0.2px;\">Summarize this article with AI<\/span><\/div>\n<div style=\"font-size:13.5px;color:#5b5b6e;margin:0 0 16px;padding-left:8px;line-height:1.5;\">Pick an AI: opens a chat with the summary ready to go \u2014 you just hit send.<\/div>\n<div style=\"display:flex;flex-wrap:wrap;gap:10px;padding-left:8px;\"><a data-ai=\"https:\/\/chatgpt.com\/?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#12a37f;display:inline-block;\"><\/span>ChatGPT<\/a><a data-ai=\"https:\/\/claude.ai\/new?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#d97757;display:inline-block;\"><\/span>Claude<\/a><a data-ai=\"https:\/\/www.perplexity.ai\/search?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#1fb8a6;display:inline-block;\"><\/span>Perplexity<\/a><\/div>\n<div style=\"font-size:11.5px;color:#9a9aae;margin:14px 0 0;padding-left:8px;\">Opens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account<\/div>\n<\/div>\n<p><script> (function(){ var card=document.getElementById('fv-resumen-ia'); if(!card)return; var h1=document.querySelector('article h1')||document.querySelector('h1'); var title=h1?h1.textContent.trim():document.title.replace(\/\\s*[|\\-\u2013\u2014].*$\/,'').trim(); var link=window.location.href; var enc=encodeURIComponent('Summarize this article from the Fonvirtual blog. Title: \u00ab'+title+'\u00bb. Link: '+link); card.querySelectorAll('a[data-ai]').forEach(function(a){a.href=a.getAttribute('data-ai')+enc;}); })(); <\/script><\/p>\n<p><span style=\"font-weight: 400;\">Today, in the Fonvirtual\u2019s blog, we want to tell you about <a href=\"https:\/\/fonvirtual.com\/en\/crm-cti-integration\/\">CTI integrations (Computer Telephony Integration)<\/a>, or, in other words, the integration of a company&#8217;s telephone systems with its computer management systems. The most typical example would be the integration with the CRM.<\/span> &nbsp; <\/p>\n<h2><span style=\"font-weight: 400;\">Concept of CTI integration<\/span><\/h2>\n<p> &nbsp; <span style=\"font-weight: 400;\">CTI (Computer Telephony Integration) is a technology that emerged in response to the companies\u2019 need to integrate telephone systems with computer systems.\u00a0<\/span> <span style=\"font-weight: 400;\">As the technology has developed, it has gone from a Call Center system of manual dialing of telephone numbers, where it was not even possible to check who the caller was, to different Call Center Software that allows thousands of different functionalities.<\/span> <span style=\"font-weight: 400;\">CTI technology came into play, making the task easier for the company&#8217;s agents, becoming an essential tool for achieving the maximum productivity, and above all, increasing the quality of customer service.<\/span> &nbsp; <\/p>\n<h3><span style=\"font-weight: 400;\">Main advantages of CTI integration<\/span><\/h3>\n<p> &nbsp; <span style=\"font-weight: 400;\">From the previous section we can mistakenly think that CTI technology, being linked to Call Centre activity, will only be useful in the case of companies which receive an enormous amount of telephone calls. However, this tool is <a href=\"https:\/\/fonvirtual.com\/en\/\">beneficial for all types of enterprises<\/a>. The main benefits of CTI integration are the following:<\/span> <\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Informative pop-up window<\/span><\/li>\n<\/ul>\n<p> <span style=\"font-weight: 400;\">The agent will receive a pop-up window on their desktop with the customer&#8217;s phone number. They will also be able to answer the call just by clicking on that window. Before this click, and thanks to the recognition of the client&#8217;s number, the client&#8217;s file from the CRM will automatically open.<\/span> <span style=\"font-weight: 400;\">This is probably the most interesting thing. In the agent&#8217;s CRM window, the file associated with the customer who has that number of the incoming call will automatically appear, which ensures a top quality and personalized customer service experience, allowing you to save time.<\/span> <\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Contact any customer with just one click<\/span><\/li>\n<\/ul>\n<p> <span style=\"font-weight: 400;\">Even from the CRM itself, the agent can select the customer, associate or supplier files, select the person he or she wishes to contact, and contact them directly by clicking on a call button.<\/span> <span style=\"font-weight: 400;\">The call will be transferred to our Call Center system so everything will be recorded accurately since we will also have at our disposal all the information about the person being contacted, being able to make additional notes or simple modifications quickly.<\/span> <\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Contact Center\u00a0<\/span><\/li>\n<\/ul>\n<p> <span style=\"font-weight: 400;\">The Contact Center is the area of the company that manages all communications established with customers. A Contact Center can also be defined as the enhanced version of a Call Center, since it includes new communication channels besides voice, both internal and external, such as email, chat, social networks and even WhatsApp. <\/span> <span style=\"font-weight: 400;\">Thanks to the CTI integration, it is directly related to the CRM software, and then, it can be used to coordinate and effectively monitor all contact files.<\/span> <span style=\"font-weight: 400;\">This evolution is also a challenge for Contact Center providers, as they are forced to provide a quality service for all types of communication channels they offer.<\/span> &nbsp; <\/p>\n<h3><span style=\"font-weight: 400;\">What are customers looking for?<\/span><\/h3>\n<p> &nbsp; <span style=\"font-weight: 400;\">The level of <a href=\"https:\/\/fonvirtual.com\/en\/\">exigence of customers<\/a> has increased considerably with the development of the Internet. Ever since having infinite options when choosing a service or product, it is necessary for the enterprise to prove that they are different.\u00a0<\/span> <span style=\"font-weight: 400;\">The best way to distinguish ourselves is by providing good customer service in which the customer feels safe, comfortable, and served.\u00a0<\/span> &nbsp; <img loading=\"lazy\" decoding=\"async\" class=\"wp-image-19688 size-full aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2020\/05\/what-is-cti-integration-opt.jpg\" alt=\"cti-integration\" width=\"499\" height=\"332\" \/> &nbsp; <span style=\"font-weight: 400;\">In short, while deciding whether to invest in a product or service, the customer will not only value the quality the service, but also the quality of:<\/span> <\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Rapid responses to his\/her questions<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Personalized treatments<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Receiving information on services from the agent<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Maintained conversation flow<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Resolution within the first interaction<\/span><\/li>\n<\/ul>\n<p> &nbsp; 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ChatGPTClaudePerplexity Opens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account Today, in the Fonvirtual\u2019s blog, we want to tell you about CTI integrations (Computer Telephony [&hellip;]<\/p>\n","protected":false},"author":24,"featured_media":18152,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[153],"tags":[],"class_list":["post-18151","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-features"],"_wp_attached_file":null,"_wp_attachment_metadata":null,"_wp_attachment_image_alt":null,"_wp_page_template":null,"_wpgce_event_tracking_active":null,"_wpgce_event_tracking_code":null,"_wpgce_event_tracking_jquery_code":null,"_wpe_gce_active":null,"_wpe_gce_code":null,"_experiments_wp_code":null,"_wpgce_event_tracking_css_id":null,"_wpgce_event_tracking_css_class":null,"_yoast_wpseo_opengraph-title":null,"_yoast_wpseo_opengraph-description":null,"_yoast_wpseo_opengraph-image":null,"_yoast_wpseo_google-plus-title":null,"_yoast_wpseo_google-plus-description":null,"_yoast_wpseo_google-plus-image":null,"_wpgce_event_tracking_label":null,"_wpgce_event_tracking_action":null,"_wpgce_event_tracking_category":null,"_experiments_wp_active":null,"_oembed_416f6f269dd139bf4a841b01047e0919":null,"hreflang-es_es":null,"hreflang-en_gb":null,"_et_pb_predefined_layout":null,"_et_pb_layout_applicability":null,"notification_id":null,"dismissable":null,"location":null,"version":null,"viewed":null,"expiration":null,"plans":null,"_yoast_wpseo_meta-robots-noindex":null,"_yoast_wpseo_meta-robots-nofollow":null,"_menu_item_type":null,"_menu_item_menu_item_parent":null,"_menu_item_object_id":null,"_menu_item_object":null,"_menu_item_target":null,"_menu_item_classes":null,"_menu_item_xfn":null,"_menu_item_url":null,"_et_post_bg_color":"#ffffff","_et_post_bg_layout":"light","_et_pb_show_title":"on","_yoast_wpseo_primary_category":"153","_yoast_wpseo_opengraph-image-id":null,"_wp_attachment_backup_sizes":null,"_xmlsf_exclude":null,"_yoast_wpseo_canonical":null,"_et_pb_module_type":null,"_schema_categories":null,"_schema_type":null,"_schema_article_type":null,"_schema_post_types":null,"_schema_post_meta_box_enabled":null,"_schema_post_meta_box_title":null,"_schema_post_meta_box":null,"_schema_video_object_type":null,"_schema_audio_object_type":null,"_et_autogenerated_title":null,"_et_default":null,"_et_enabled":null,"_et_header_layout_id":null,"_et_header_layout_enabled":null,"_et_body_layout_id":null,"_et_body_layout_enabled":null,"_et_footer_layout_id":null,"_et_footer_layout_enabled":null,"_imagify_optimization_level":null,"_imagify_status":null,"_imagify_data":null,"_rocket_exclude_lazyload":null,"_rocket_exclude_lazyload_iframes":null,"_rocket_exclude_minify_css":null,"_rocket_exclude_minify_js":null,"_rocket_exclude_cdn":null,"_rocket_exclude_defer_all_js":null,"_rocket_exclude_delay_js":null,"_sc_disable_sc":null,"_sc_disable_admin":null,"_sc_editor":null,"_sc_allowed_devices":null,"yarpp_meta":null,"_rocket_exclude_remove_unused_css":null,"_oembed_79f80bd7168b3189efa370edf193fbe6":null,"_et_pb_row_layout":null,"_et_use_on":null,"_et_pb_light_text_color":null,"_et_template":null,"_oembed_3106f03df1b49016f7fdca1c3ec6ce18":null,"_oembed_7477bcd2452b8f09f89fc3ecfc2f7346":null,"_megamenu":null,"perfmatters_exclude_minify_js":null,"perfmatters_exclude_lazy_loading":null,"_yoast_wpseo_twitter-title":null,"_yoast_wpseo_twitter-description":null,"_yoast_wpseo_twitter-image":null,"hreflang-fr":null,"hreflang-es_ar":null,"hreflang-fr_be":null,"hreflang-es_mx":null,"hreflang-en":null,"hreflang-fr_fr":null,"_wp_trash_meta_status":null,"_wp_trash_meta_time":null,"_edit_last":"24","_et_pb_page_layout":"et_right_sidebar","_et_pb_use_builder":"","_et_pb_old_content":"","_yoast_wpseo_focuskw":"what is CTI integration","_yoast_wpseo_title":"What is CTI Integration? 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