What does the CTI platform for the call center system mean Can anyone help me explain it Please

CTI computer integrated system: provide the connection between the system and the computer system, and realize the pre-extraction of customer data information while the system transmits voice signals, so that the agent operator can immediately see the customer's relevant information on his computer screen while answering the customer.

**Inbound: 1. IVR navigation: Cailing free customization, multi-level voice navigation, flexible setting of commuting navigation strategy; (Enhance corporate brand image, enhance user experience, improve communication and work efficiency).

2. Call memory: customer calls are preferentially assigned to the nearest call agent (in the queue); (Improve communication accuracy and further retain intending users).

3. ACD queue: free setting of multi-agent queue and answering strategy, including rotation cycle and order priority; (It is convenient for users to quickly and accurately access, meet the requirements of internal services and business management, and never use the line).

4. **Recording: *** format, real-time recording, mass preservation, Internet access anytime and anywhere**and**, another: recording can be localized preservation; (Reward and punishment assessment, management norms - prevention of smuggling orders and business collisions, employee training, customer objection handling, etc.).

5. Reservation: Blocking the user in the answer, one-click recovery after internal communication; (Quickly handle objections and solve problems in a timely manner).

6. Incoming call pop-up screen: display the basic information, call records, conversation messages and communication history of the caller user; (Customer information prediction, new customer file establishment, convenient management of intended customer copying, improve old customer service satisfaction and repeat purchase rate).

7. Extension transfer: incoming calls can be transferred to other extensions, and the incoming call pop-up screen can be transferred at the same time; (Find the right person, find the right person, solve the problem quickly).

8. Standby pinching and listening (to be upgraded): when the call is not answered, other extensions can be answered in time; (Do not lose intent customers and improve satisfaction).

9. Hang up SMS: After the call is connected or unconnected, it can automatically or manually send SMS, and the content of SMS can be set freely; (Improve customer stickiness and enhance copy opportunities).

10. Mobile phone transfer: incoming calls are directly transferred to the mobile phone (in the queue), and call recordings and data are kept; (It is convenient for incoming calls to be answered anytime and anywhere, without losing intended customers, and improving the experience of old customers).

11. Bare number 400 binding: 400 bindings landline external line, 400 call pop-up screen, voice navigation, call recording, call recording and statistical analysis functions and applications; (Improve user experience, enhance customer copying opportunities, advertising effect evaluation and analysis, etc.).

12. Remote transfer: the incoming call can be transferred between the headquarters and the branch; (Improve user experience and retain intent customers).

CTI call center system generally includes: **line, agent equipment, CTI server, CTI call center middleware, call center application software.

**Line: use digital trunk, analog trunk or ordinary**line.

Seat equipment: call equipment, call headset, agent computer.

CTI server: the hardware core part of the call center, the board call center is generally composed of PC + voice card mode.

CTI Call Center Middleware: Provides general call center system platform functions and interfaces, connecting CTI hardware and call center application software.

Call Center Application Software: Application management software by industry.

1. Connect the best switching system and computer system, transmit messages and instructions between the two systems, and realize the integration of applications;

2. Reduce labor costs and reduce the operating costs of the entire company through self-service services;

3. It can greatly improve the efficiency of agents by reducing the waiting time of a single customer;

4. Improve customer experience, so that customers can be attracted and retained more effectively;

5. After further empowerment, agent representatives can better cross-sell and turn the cost center into a profit center;

6. Optimize the combination of man and machine to enhance the company's image;

7. Provide secondary development interface and call center middleware LQ-SDK for business application systems, which is conducive to division of labor and cooperation.

The CTI call center system is based on CTI technology, which makes full use of the integration of multiple functions of the Internet, telecommunication network and computer network, and is connected with the enterprise as a complete integrated information service system. It uses various existing advanced information technology means to effectively provide customers with high-quality, high-efficiency and all-round services.

With the continuous development of China's economy and the intensification of market competition, in order to gain an active position in the market, to fundamentally improve the service attitude and quality, it is necessary to improve the level of their information services, which brings external opportunities for the development of the CTI industry. On the other hand, the original telecommunications infrastructure network to introduce a competition mechanism, the basic communication costs are also constantly reduced, to promote the majority of users to use the enthusiasm of information services, which will drive the entire market, for the development of CTI industry into the vitality.

Develop CTI call center system in multiple ways.

First of all, CTI call center technology is due to the demand of the market, so to strengthen the development of China's CTI call center system industry, it is necessary to start from expanding the source market. Let the user first understand what services the CTI call center system can provide for them, what benefits these services can bring to the user, what is the input-output ratio, etc., so that they can clearly connect with it, so that they can use these services in the future practical application; Then, through the introduction of typical applications in some enterprises, it will drive the service competition in the industry and promote the application of CTI technology in various industries.

Secondly, it is necessary to increase the research and investment of the CTI call center system, from the generation of the concept, the design of the program to the application of the final product and other aspects of the research, the development trend of technology and the market, and constantly develop new products to meet the service requirements of users in all aspects and at all levels, and lay the foundation for their own development. At the same time, as an emerging and promising industry, the CTI call center system industry also needs the best policy support. In order to encourage the practical application of high technology, the United States often introduces tax incentives and other policies.

In addition, it is necessary to establish and improve financing channels such as venture capital to ensure the external funds needed for the development of the industry.

Thirdly, call center enterprises in the CTI industry should continue to strengthen their alliances, expand the overall demand and technological development level of the market, avoid vicious market competition, and ensure the acquisition of reasonable profits.

CTI is moving towards a call center system with three networks in one.

From the perspective of call center technology, telecommunications technology call center and computer technology call center are the fastest growing areas in recent years, and the two themselves are showing a trend of mutual integration and continuous penetration, therefore, as a CTI industry, technology has a strong vitality, it will continue to absorb the essence from the two fields across to provide users with new and better services.

The recent emergence of IP** call center, e-commerce call center and other technologies provides new opportunities for the development of CTI call center system. The ultimate goal of the development of CTI call center industry will be the "triple play" of telecommunication network, computer network and television network, and on this basis, provide users with perfect information service business, so it will build a bright future technology prospect in the future.