Best Computer Telephony Integration Software
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PRODUCTS
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BUYER'S GUIDE
Buyer's Guide
By Anjali Gupta, Market Analyst at SelectHub
Imagine a situation where you are working as a sales representative and fielding dozens of calls. You’ve never met any of the customers, but you are required to impress all of them. That’s where you can use computer telephony integration (CTI) software to make your team as efficient as possible. CTI solution is a part of call center software that manages calls properly by integrating with phone systems to offer a world-class experience to agents and customers.
In this buyer’s guide, we’ll discuss everything you need to know about computer telephony integration software to make an informed decision and choose the right system for your company.
Executive Summary
- CTI facilitates integration between computer and phone systems by managing calls and helping agents handle conversations across various channels to enhance their performance and boost customer experience.
- Agents can click on any phone number available in the CRM software and the number dials automatically, allowing agents to save time and efforts and concentrate on other complex tasks.
- It plays an integral role in making the outbound dialing process automated and straightforward.
What Is Computer Telephony Integration Software?
CTI software routes live contacts and phone calls through a computer so agents can handle conversations in several channels. The software also offers a call context to agents to address the customer interaction personally and efficiently. Although CTI is usually for CRM integrations, it is beneficial for other types of integrations. For instance, many companies use CTIs to integrate accounting software with phone systems. This way, agents can call customers with unpaid invoices directly from accounting software through “click-to-dial” functionality.
In simple words, CTI software works as a bridge between a business’s phone system and other existing programs. It handles all outbound and inbound communications, including call routing and interactive voice response (IVR), social media, chats, email, messaging, screen sharing, workforce optimization and self-service options.
Primary Benefits
- Auto Attendant Systems
- Automatic Call Distribution
- Business Phone Service Providers
- Business Phone
- Call Center Scripting
- Call Center
- Call Monitoring
- Call Tracking
- Cloud PBX
- Cloud Phone Systems
- Conference Call Services
- Conference Calling
- IVR Systems
- PBX Phone
- Predictive Dialer
- SIP Trunk Providers
- Small Business Phone
- UCAAS Providers
- Video Conferencing
- Virtual Phone Systems
- VoIP Phone Systems
- VoIP Softphones
- VoIP
- Personalized Service: Agents can anticipate customer needs and inquiries with a complete view of the client’s history.
- Faster Workflows: CTI software automatically logs call information into accounting or CRM systems, thereby reducing the need for manual data entry and enhancing workflows.
- Improved Staff Coordination: Customers transferred to other agents won’t be required to repeat their names or further details to the new agent. CTI systems offer highly pertinent information to the entire staff whenever needed.
- Greater Call Control: CTI allows agents to access to a rich set of modern and advanced call features such as click-to-dial and call transfer and call queues to help them increase productivity and minimize call queues while boosting customer experience during every call.
- Automated Call Logging: CTI system ensures that agents can track all the information correctly and consistently by automatically logging call data into the CRM.
Key Features & Functionality
Screen Pops | Apart from displaying all the necessary customer information at a glance, screen pops indicate the priority level of the interaction by using an Interactive Voice Response (IVR) system and displaying answers accordingly. |
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Click-to-Dial | Adds outbound dialing functionalities to the contact databases of CRM or accounting systems. Agents can save significant time by simply clicking on a phone number to place a call. |
Caller Authentication | Screens inbound calls and uses the phone number to find a match in the CRM system to help agents confirm the caller’s identity before the call. |
Phone Controls | Manage phone controls through the computer and answer, conference, hang-up, forward and transfer calls. |
Logging and Notes | Logs information automatically in the CRM system while the call is in progress. It also allows agents to add manual notes directly into the accounting or CRM system. |
Coordinated Voice/Data transfer | Access onscreen customer information when the call gets transferred from one agent to another. |
Software Comparison Strategy
Computer telephony integration software is implemented in two ways — as a stand-out application or as a part of a call center suite. The best-of-breed CTI software is a good option for businesses with older phone systems. On the other hand, many organizations with updated systems prefer CTI as a part of call center software. All they need is an established calling system that can work on computers. Once you’ve decided on the mode of implementation, you can evaluate vendors. Make sure that the chosen vendor can interface with your organization’s existing software.
Also, read the features and benefits listed above and analyze what your business needs to stand out among competitors. Once you have the answer, look for a software platform that provides those extra capabilities.
Cost & Pricing Considerations
The cost of a CTI tool can make or break your decision to buy it. While narrowing down your software options, check the installation cost, especially if you’ll be getting implementation support. If not, pencil in an amount for IT resources if you don’t have an in-house team. Make sure to check the pricing details on the vendor’s website or reach out to them for a detailed quote. It’s also essential to analyze what competitors are using and the price to ensure that you are not overpaying.
The Most Popular Computer Telephony Integration Software
There’s an array of computer telephony-integration software available in the market, which is why it can be pretty intimidating to choose the most suitable one. Before picking, analyze your company’s requirements and how the product influences its workflows. To help you narrow down your choices, we’re talking about the industry leaders serving the needs of most organizations effectively. Read on for a brief overview of the highest-rated products according to our analysts.
Bitrix 24
Bitrix24 offers marketing, sales and customer service tasks, including campaign management, market automation and call center support. This contact center tool is available with a free edition for small-scale businesses with less advanced needs and up to 50,000 employees.
A preview of customer service notebook.
Gong
Gong is a call center software that allows agents to capture customer interactions across emails, calls, web and other communication methods. It offers insights and real-time analytics based on sales conversions to promote a better revenue strategy. Other attributes of this revenue intelligence solution include integrations, people intelligence, deal intelligence, field sales and market intelligence.
A preview of people intelligence graphic.
Nextiva
Nextiva helps businesses combine their internal customer service systems with AI, analytics and VoIP phones in a single platform. Agents can get a simplified and user-friendly experience by accessing this software from any device and anywhere for video calling, messaging and emails.
A preview of video calling feature.
Questions To Ask
Before deciding on a CTI system for your organization, get answers to the questions mentioned below so that you can evaluate your organization’s needs and pick the right choice:
- What are the most helpful features of the software?
- What are the company’s present and future priorities?
- What problems do the company’s employees need to solve with the call center platform?
- What’s the budget? Are you overpaying for the solution?
- How much customization will the new system require before installation?
- Does your organization have IT resources to help with deployment?
- How will this software improve customer experience?
Questions to Ask Vendors and About the Software
Having a detailed conversation with vendors about the software can help you analyze if the chosen solution can cater to your company’s requirements. You can discuss features, benefits and deployment options or ask a few questions to clarify how this system can benefit your business.
- Are there pre-built templates available?
- What are the unique features of the product?
- What are the deployment options available?
- How scalable is the software?
- Are add-ons included in the package?
- Will there be any onboarding training?
- Which platforms does the software support?
- Do the updates impact the software's accessibility?
- Is there training to support user adoption?
- Is there a guarantee of satisfaction?
In Conclusion
Managing the call center system of an organization can be challenging, and solutions like Aspect, Gong and Nextiva definitely take the edge off. However, before choosing on anything, identify your business’s requirements. This guide helps users choose their software in a structured and knowledgeable manner. So read this before you make an investment on one of the most vital software decisions for your organization.
Products found for Computer Telephony Integration Software
Aspect
Aspect is a contact management solution that supports global inbound and outbound communications across voice, email, SMS and other methods. It improves operational efficiency, ensures compliance and delivers satisfactory customer experiences. Other offerings include inbound and outbound voice support, omnichannel agent, digital self-service and more.
Nextiva
Nextiva allows users to combine customer service and internal business with VoIP phones, analytics and AI all located in a single platform creating a user-friendly, simplified experience. Accessible from anywhere, at any time, it includes video chat, email and message modules for communicating within the business and with customers. It’s equally suitable for small, medium and large companies.Analytics track sales pipelines, allowing for in-depth insights on how customers interact with the business and what they want and need. Keep customers satisfied with automated switching to direct them to the correct person to help with any questions they may have.
Five9
Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance. Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
Gong
Gong is a revenue intelligence solution that helps capture customer interactions across web, calls, emails and other communication methods. It facilitates better decision-making for revenue strategy by offering real-time insights and analytics based on sales conversions. Its other major attributes include deal intelligence, integrations, people intelligence, field sales and market intelligence.
Avaya
Avaya is a cloud-based business communication solution to digitize business interactions and enable better team collaboration. Users can access it across channels on the go and ensure an improved customer experience. It offers unified communications, anticipates inquiries and enables self-service to answer frequent questions. Its other major offerings include omnichannel connectivity with a single desktop, meetings and conferencing, AI support and more.
Tenfold
Tenfold improves customer interactions for contact centers by providing sales reps with real-time data in a centralized location. This improvement increases conversion rates and streamlines workflows. It offers seamless integration with CRM and other technology, manages agent status and availability and provides natural language processing.
TalkDesk
Talkdesk is an AI and cloud-based call center software that helps businesses build stronger customer relationships. Empower agents with a 360-degree customer view, more personalized conversations and improved conversion and first-contact resolution rates. Its capabilities include integration with over 20 business tools such as Zendesk, Salseforce, Desk.com, Slack and more. Other capabilities include automated workflows, skill-based routing and live reporting.
CXone
CXone (formerly called inContact) provides contact center and workforce optimization solutions to enterprises. Customers can connect to call agents through more than 30 interaction options including chat, messaging, email, voice calling and social media like Facebook, Twitter, Instagram and Whatsapp. Businesses can monitor contact center and employee performance through a live dashboard that provides basic reporting. Customers are connected to the best skilled resources through automatic call distribution (ACD) based on analytics and artificial intelligence. IVR call flows integrate with analytics to ensure efficient data-directed routing for quicker resolution of customer queries. Workforce intelligence automatically triggers alerts and actions based on historical interactions and scheduling patterns to free up resources. Its no-pause predictive dialer helps call agents get through call lists faster.Call center analytics include metrics on agent-customer interaction, productivity data, reports and performance management aids. Businesses can get feedback on customer experience through surveys, identify discrepancies and boost productivity. It provides out-of-the-box integrations with Salesforce, Microsoft 365, GSuite, Microsoft Teams, Oracle, Zendesk and RingCentral.
Amazon Connect
Amazon Connect is a cloud contact center platform that offers customer service over voice, tasks and chat at a comparatively lower cost. The product uses the Amazon Simple Storage Service (Amazon S3) to record and store exported reports and conversations. From there, it creates default buckets for storage requirements. Its self-service graphical interface helps non-technical users to manage agents, design contact flows and track performance metrics easily without specialized skills. Sales representatives build natural language contact flows with the Amazon Lex with a natural language understanding (NLU) and automatic speech recognition (ASR) technology powering Amazon Alexa.
Aircall
Aircall is a cloud-based professional phone system that streamlines customer support and sales engagement. It integrates with CRM and helpdesks. It offers a power dialer, call routing, ring groups, call queuing and live feeds. The software is best suited for modern small and medium-sized businesses, especially those that have call centers.e dashboard to control team activity, coach agents and listen to live calls. Create inbound and outbound call centers. It can integrate with Zendesk, Salesforce and Hubspot.
PhoneBurner
PhoneBurner is a sales dialer solution that helps improve profitability with enhanced outreach through calls, live connections, closed deals and appointments. Its customizability allows users to reach customers right after deployment and include new users with minimal extra setup. It reduces VoIP related audio issues and simplifies the remote sales process. It also offers workflow automation, lead distribution, remote dialing, collaborative onboarding and more.
Qualfon
Qualfon provides comprehensive contact center, BPO (business process outsourcing) and back-office processing solutions. Its offerings include customer service, integrated marketing, big data analytics and back-office processing. It provides outsourcing services through offices in India, Philippines, United States, Mexico, Guyana and other areasQualfon supports multi-channel customer service through phone, email, live chat, text and social media. Integrated marketing and campaign management tools are geared towards optimizing campaigns and improving lead generation. Advanced data mining, customer segmentation, data analytics and predictive modeling tools help forecast customer behavior to provide superior customer experiences.
CallTools
CallTools, a cloud-based contact center solution, helps increase conversion rates and sales revenue by delivering satisfactory customer interactions. Users can monitor teams on the fly, connect with customers and access real-time analytics based on call records. Its main offerings are CallTools Predictive and CallTools Preview, each with its own set of attributes.
Sharpen
Sharpen is a cloud-based contact center platform allowing agents to interact with customers more efficiently and deliver better user experiences. The resources ensure agents are effectively trained and well-prepared to handle customer interactions. Other offerings include platform architecture, inbound routing, reporting and analytics, remote work support and more. .
ReadyMode
ReadyMode (formerly branded as Xencall) is a browser-based contact center solution with a predictive dialer for CRM and VoIP. It enables users to close more deals and maximize sales. Built-in CRM and third-party integrations as well as analytical performance reports help automate and streamline administrative tasks, improving productivity. Its other major offerings include conference calling, custom agent statuses, do-not-call lists, firewall security and more.
Salesforce Service Cloud
Salesforce Service Cloud offers omnichannel customer support ranging from emails and live chat to voice complaints. It automates procedures and keeps a check on the budget for customer support. With a 360-degree view of customers, it helps improve efficiency. Integrations with MailChimp, Dropbox, GetFeedback and others are available. Its other offerings include drag-and-drop customization of workflows, creation of a public Q A, chatbots and more.
Plivo
Plivo is a cloud-based communication platform to digitize and modernize business communications. It allows users to automatically interact using text messages in over 190 countries. It’s possible to manage communication workflows visually using PHLO. Other attributes include number lookup, call tracking, appointment reminders, SMS reminders, call forwarding and more.
VanillaSoft
VanillaSoft is a cloud-based sales engagement solution that helps businesses improve their sales processes and increase revenue-per-rep by securing more leads, driving higher interaction rates and utilizing sales cadence automation to close deals faster. Combining features for lead management, telemarketing and contact management, it streamlines sales operations to manage, route, market and sell efficiently.
Kixie
Kixie is a cloud-based voice call solution that automates sales processes and helps increase productivity. It connects agents with prospects and gives valuable insights into conversations. Enables sales teams to close deals at a faster rate.It offers call history, call coaching, voicemail drop, reporting, call recording, a sales leaderboard and call queues. It’s easy to set up, reliable and integrates with third-party modules. Users can start making calls within three minutes of setting up without any hardware. It also provides a free trial.
Toky
Toky is a cloud-based phone system that consolidates data, personalizing customer service by automatically synching interactions to customer records. It also provides virtual phone numbers in multiple countries, and integrates well with CRM and other tools. Its other attributes include IVR phone trees, bulk SMS, reporting and analytics, speech-to-text, fax-to-email, call monitoring, a power dialer and more.
CallHippo
CallHippo is an easy-to-use cloud-based business phone system. It’s suitable especially for startups and small businesses. The service provides 24/7 support and is accessible via both mobile and desktop apps. It offers robust features, including a power dialer, automatic call distribution, call tracking and more. Users can purchase virtual numbers in over 50 countries. Organizations can enhance team collaboration and communication while keeping costs low.
UJET
UJET is a cloud-based, AI-powered platform that consolidates and optimizes customer support for sales and marketing. Its major offerings include predictive, contextual communications routing, a conversational AI-based virtual agent, specialized bots and smooth integrations with CRM, WFM and QM.
VICIdial
VICIdial is an open-source, cloud-based contact center solution that consolidates phone calls, emails and web chats. It allows agents to perform inbound and outbound actions, while skill-based routing helps assign customer calls, emails and messages to the most suitable agents. Other functions include lead previews, call recording, automated forwarding for dropped calls and more.
Genesys Cloud
Genesys Cloud is a consolidated, cloud-based contact center solution. It allows employees to field inbound and outbound communications, predict potential customer issues and collaborate efficiently using chat, voice, video and search functions.
Intradiem
Intradiem helps customer service teams automate and streamline their daily operations based on real-time data and service requirements. Users can leverage AI-powered technology to process large volumes of data and take instant actions according to defined rules. Along with better employee engagement, it improves productivity and efficiency, leading to quality customer experiences. Its main attributes include staffing, call handling, analytics, process automation and more.
Zendesk Talk
Zendesk Talk is a VoIP contact center calling system that integrates with Zendesk Support Suite. It operates within the same interface that connects customers with agents across multiple communication methods. Call centers can incorporate the technology into an existing platform or rely on it solely for voice calls. Workers can connect via smartphone, mobile app or softphone in a preferred web browser or business desk phone. All capabilities reduce the call abandonment rates and allow employees to answer more calls in less time.
Zingtree
Zingtree is suitable for a wide variety of organizations and departments. Users can create interactive decision trees to assist agents through repetitive customer interactions. Other attributes include customized agent scripting, tracking and analysis of customers who use support, interactive troubleshooters and actionable click-through insights.
AVOXI
Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.
Cisco Contact Center
Cisco is a call center solution offering a vast portfolio of products, including calling, contact center, team collaboration, meetings and devices. It delivers call treatment, omnichannel contact management, contact routing and network-to-desktop CTI over an IP infrastructure. Moreover, it combines IP telephony with automatic call distributor (ACD) functionality to rapidly deploy a distributed call center infrastructure. Its flexible cloud architecture offers integration and customization along with user experience management.
Bright Pattern
Bright Pattern is a cloud-based omnichannel solution that offers a wide range of features to improve customer experiences. It allows effortless switching between multiple channels, like text, email, social media, video and web chat, with minimal downtime. Its major offerings include interactive voice response, bots and AI support, a predictive dialer and CRM.
Ameyo
Ameyo is a suite offering an extensive range of call center and helpdesk solutions. It helps minimize wait time, take more calls and increase sales by managing inbound and outbound operations. It offers smooth integration with in-house and third-party APIs along with a personalized customer service experience. Other attributes include skill-based routing, reporting and analytics, a smart dialer for improved coverage, and more.
Genesys PureConnect
Genesys PureConnect is an omnichannel communications solution. It simplifies communication through business-specific customization and the integration of external data, guaranteeing consistent customer experiences. Some of its notable features are automated routing, automatic call distribution, inbound contact center, outbound call center and customer self-service.
RingCentral Contact Center
RingCentral is a cloud-based unified communications and collaboration suite. It allows teams to connect on the go with conferencing, messaging and more. Users can customize workflows and integrate with third-party APIs for better efficiency. Other offerings include skill-based routing, real-time insights, self-service and supervisor modules.
Vonage Contact Center
Vonage is a cloud-based phone system that boosts agent experiences by delivering Salesforce integration into reporting, routing and user experience for a service and sales cloud. This connects with customer service management to provide an all-in-one unified stage to businesses relying on customized agent, employee and customer workflows. It provides relevant and contextual data and workflows to salespeople allowing them to collaborate across organizations and deliver results using CRM insights and skill-based routing.
Dialpad Contact Center
Dialpad Contact Center is a cloud-based, inbound customer support product that enhances agent efficiency and unlocks communication insights in a user-friendly interface. It works across all personal devices and provides video, voice, group messaging, MMS, SMS, conferencing, document sharing and screening services. This system comes with tools to unify business communications in the cloud, including custom IVR, company mainline, social profiles and Google Apps integration.
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