CTI Options

  • What is CTI?

    Computer Telephone Integration is the technology that allows telephone and computer to work together. This definition is steadily expanding, but at its most fundamental it means: being able to control telephone functions from a computer and to interwork with a Customer Relationship Management database [CRM) database.

    Why is it important for my Business?

    The ability to integrate telephony into your internal CRM can profoundly improve efficiency and provide a friendlier experience for callers. For example, it can be invaluable to have a screen pop-up showing the callers name before you answer the call. Equally, click to dial from your contact database or from a telephone number showing in your browser is much more efficient than manual dialing.

    Why is CTI often difficult to deploy?

    There is considerable variety in the CRM type applications currently available. One of the most commonly used being the MS Business Contact Manager provided with MS Outlook. But there are many other CRM packages, supporting different standards and deployment models, from web based and client front ends, to off the shelf and totally bespoke systems. The sheer variety and the technical skills required to integrate these with the telephone system that has been the barrier to wider CTI adoption.

    What is the Hermes Solution?

    Hermes provides CTI options that do not require any direct linking of the telephone to the PC and there is no server or other hardware onsite. Rather, the association between the user‘s PC and telephone is made in the network core (the cloud).

    Unity Enterprise is designed to facilitate the setting up CTI with a range of CRM databases.