What Is Computer Telephony Integration (CTI)?
Computer Telephony Integration (CTI), or “screen pop” technology, allows contact center agents to access customer profiles and manage customer data during support calls. As soon as an agent connects with a customer, a screen pop appears on the agent’s desktop with the customer’s information from the CRM for the agent to reference and edit. The result is higher efficiency and more effective customer support interactions.
CTI is an integral part of the cloud contact center solution from Five9. The Five9 CTI solution provides agents with customer data, purchase history, and information from previous interactions — all delivered instantly to the Five9 agent desktop or Five9 integrated CRM interface.