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Connecting Systems, Agents, and Customers

Smart. Connected. Software

SmartCTI by IntraNext Systems is a Computer Telephony Integration (CTI) application suite that helps contact centers increase efficiencies and improve the level of service delivered to customers.

SmartCTI integrates with your existing contact center infrastructure to provide screen synchronization and softphone telephone controls. We bring together pre-call intelligence, call routing business rules, and customer information. Complex workflow scenarios within multi-step customer interactions are efficiently handled with real-time intelligence delivered to the agent’s desktop during a call.

Integrated systems such as CRM applications and billing systems ensure that data is transferred effectively, eliminating the need for customers to provide their information at multiple touchpoints. This allows your agents to focus on delivering best-in-class customer service.

SmartCTI provides your agents the tools they need, when they need them.

SmartCTI Features

Screen Pop

Caller verification, account history, and IVR inputs are “popped” on an agent’s screen, providing essential information for exceptional customer care.

Click-to-Call

Click-to-call eliminates potential misdials, provides call-logging analytics, and increases agent productivity.

Softphone

With a small desktop footprint, and simple and intuitive user interface, our softphone provides agents with necessary call control features to deliver best-in-class customer service.

SmartCTI Architecture

SmartCTI Architecture Diagram

Resources