Background: CTI – Combination of telephone and computer

Modern sytems of telecommunication such as the Clarity Communication Center combines the more than a hundred years old telephone technology with the appliances of the computer era. Due to the computer, business processes via phone can be automated, which makes the utilization of telephone more efficient and thus profitable for call centers and companies.

In technical language, the affiliation of computer and telephone is also consequentially called Computer Telephony Integration (CTI). An example for this is the utilization of the Clarity Communication Center for call center activities, applying the solution in telephone campaigns or hotlines. CTI here has the advantage of having the computer inducing the dial-up. The Clarity software, which transfers the calls automatically to the agents, is responsible for this. So, at the same time, efficiency of these agents enhances, as now they can concentrate exclusively on the call and ministration of customer details which  they can deal with directly on the computer,while having the conversation. This is caused by the employee or agent frontend, a special application of Clarity. Therefore, there is no time-consuming and belated editing anymore. If necessary, the agents are also able to pass in a call, with one mouse click, from the employee or agent frontend.

This example emphasizes the main characteristic of CTI, which is the usage of telephony functions in applications. Primarily, call centers do benefit from the above-described CTI usage. However, CTI also improves the use of telephone in companies.

This is to be observed in the Outlook plug-in of the Clarity Communication Center. Thus, the standard E-mail client of Microsoft can also be used to telephone.

The plug-in inserts a small toolbar into the Outlook surface, which you can use the several telehony functions with, by a single mouse click. Those functions are for example “take over calls

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