CTI is short for "Computer Telecommunication Integration" in English, which translates to "Computer Telephony Integration" and is the core technology of the Call Center system.
Application technology that integrates the two technologies of computer and telephone, and combines the two functions of telephone communication and computer information processing.
It refers to a technology that integrates telephone communication and computer information through software and hardware interfaces and control equipment to achieve the integration of voice and data and enhance communication capabilities.
Make full use of the computer's information processing capabilities;
Easy networking and flexible operation;
Improve the utilization of communication lines;
Rich system interface and low cost;
versus
The development of CTI technology has always been closely related to call centers. Traditional call centers are based on
At present, there are many differences in understanding of CRM. There are dozens of definitions about it. Some people even suggest that CRM is a culture, an idea, and a doctrine. This makes our understanding of CRM more vague. Can we understand CRM as: CRM is a technology and management method that guides business operations to "customer-centric". Its essence is based on IT system and customer-centric rapid decision support system.
A more complete CRM system should include: customers
CTI technology is widely used in:
1. Various types of enterprises build customer service center systems
2. Government departments build voice service systems / call center systems, such as:
110/119/122 three-in-one command and dispatch system or urban emergency linkage system or urban public safety command center system
12345 government hotline system
95598 Power Customer Service Center System
12315 Consumer Complaint Hotline System
12366 Tax Service Hotline System
12365 quality supervision hotline system
12369 Environmental Complaint Hotline System
12319 Urban Construction Hotline System
12333 Labor and Social Security Telephone Service Center System
12348 Legal service hotline system
Customs Advisory Service Hotline System
12316 New Rural Service Hotline System
12338 Women's Rights Service Hotline System
12320 public health telephone service hotline system, etc .;
3. TV shopping / TV station / Newspaper media / Hospital / Transportation // Community / Logistics / Education / Home appliances / Commercial etc.Construction call center system / Customer service center system
The applicable business types of CTI technology or call center system include: business consultation, problem reflection, complaint acceptance, order acceptance / workflow management, maintenance acceptance, interactive automatic voice response (IVR), preview callout / customer return visit / market Surveys, telemarketing / customer care / telephone return visits / processing results feedback / new product promotion / collection and collection, intelligent forecast outcalling, customer relationship management, etc.
