CTI (Computer Telephony Integration)

Personalize your customers’ experience with CTI. Your customer’s information pops onto the screen as the call comes in, arming you with time-saving information.

The shortest path to customer satisfaction is the fastest path to problem resolution. CTI integration allows you to serve your customers more efficiently by providing a “screen pop” that gives your agent with information on who is calling and why they are calling.

CTI Screen Pops

Screen Pop refers to the process of presenting end user data to an agent automatically during an interaction, eliminating the need to manually search for the customer data. CTI screen pops can include data from other CRM systems. When a call or interaction comes in, the customer data “pops” onto the agent’s screen.

8x8 provides pre-built integrations with all of the leading CRM solutions including Salesforce.com, NetSuite and Zendesk. In addition, we have the flexibility to connect with almost any software package including home-grown CRM and ticketing systems.

CTI Benefits

  • Personalize customer interactions and build customer relationships
  • Improved agent productivity through reduced interaction times
  • Agents use CTI to control telephony functions from the computer (transfer, mute, conference, etc)
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