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The 8x8 Complete Contact Center provides CTI (Computer Telephony Integration) which allows you to coordinate your applications with your telephony, enabling you to:
- Coordinate telephony and data delivery to the agent (Screen Pop)
- Control telephony functions from the computer (transfer, mute, conference, etc)
The 8x8 Complete Contact Center built-in CTI allows you to leverage telephony functionality through a WebServices API in virtually all Web-based APIs. We also have built out-of-the-box CTI integrations to leading CRM products. There is no need for expensive third party software or hardware. 100% of our customers use CTI, compare that to less than 20% of traditional ACD users.
- Improve agent productivity, agents know who is calling and use the computer to invoke complex telephony functions with one click
- Improve customer satisfaction, no need for customers to repeat information if they are transferred
- CTI is built-in; therefore, no need for expensive CTI equipment and complex implementations
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