The Complexities of CTI

GirikCTI - Integrating phone systems with your CRM

Introduction

Building and maintaining computer telephony integration (CTI) is a complex process. In an ideal scenario, a robust CTI system seamlessly integrates phones systems with a CRM. This reduces clicks and misdials on outgoing calls, speeds up call wrap-up time, and allows call center agents, sales and service reps to view real-time customer data when calls come in. A CTI system does not merely serve as a bridge between a phone system and a CRM. It is a sophisticated platform and has numerous technical considerations.

Default browser delivery

Typically, while using a CTI system, information is delivered to the browser. The information on a web page is often static when a person first accesses it. When using CTI, information must be served up on the browser in real-time from the CRM as soon as a call comes in. It is totally irrational to require the user to continuously reload in order to determine whether a phone call has arrived; the information must be pushed without any user involvement. The page must be updated by CTI alone.

Call center agents' workflow requirements are unique

Agents in contact centers have a difficult job. To provide outstanding customer service, they must be able to read, write, speak, and think quickly. Understanding how agents can be empowered with CTI, how they can make the most of it, and how deeply they can integrate their phone system with the CRM are all critical to building a great CTI solution.

Technology is always evolving

It's challenging to completely understand the churn caused by the system that continuously delivers CTI updates. There are constant changes to servers, CRMs, phone systems, and browsers, and it's critical to handle these quickly.

Frequent browser updates

Updates used to be sent by browsers twice a year. These days, that number is at least ten times annually. One significant shift is that browsers are now more concerned with security. They have altered the local storage of data, which may lead to problems with CTI in terms of handling and communicating data.

There is a chance that a known problem or new flaw will appear with every browser release. An IFrame, for instance, is an element that enables CTI apps to operate in the browser window, interface with the CRM, and offer consumers the desired single-window experience. CTI systems must be ready to stay abreast of browser releases and understand how they affect their applications.

Frequent CRM updates

Every year, cloud-based CRMs issue several upgrades, each of which includes security patches, optimizations, and new features. Organizations are receiving CRM updates at a rate that enables amazing innovation, but it also necessitates development to make sure new capabilities are being fully utilized and testing on the CTI side to make sure there are no breakages.

Theoretically, users of on-premise CRMs might keep using an outdated version, but they would be losing out on more than just new capabilities. An outdated CRM version will eventually no longer be supported by the CRM vendor since it does not meet modern security standards.

Upgrades in contact center phone systems

Phone systems may appear to be a simpler product to interface with than CRMs and browsers. In fact, it is challenging to authenticate a CTI application using a phone switch. Additionally, phone systems may have outdated or non-functional functionality as they develop. The phone system's CTI API may have a technical issue or potential malfunction when a new switch version is launched.

Advancements in server technology

A CTI system may be provided as a client-server deployment, depending on how it is implemented. This has its own complications, frequently requiring that server versions be updated in accordance with the vendor's recommendations.

High availability is another factor to take into account in this situation. In order to ensure that agents never lack their CTI productivity tools, the majority of businesses consider their CTI solutions to be mission-critical and need a high-availability solution. Implementing several servers and placing them in various physical locations, along with keeping backup systems up to date, are all part of building for high availability.

CTI Experts handle the transition

Building software as a one-time task is no longer acceptable given the speed at which technology is evolving today. Developers must maintain and optimize the CTI connector consistently for it to be effective. Waiting till the product breaks before revisiting it is not a workable option.

Developer skills

Understanding various technologies typically associated with CTI and CRM integration such as scripting languages, style sheets, IP telephony, browser capabilities, network technologies, and the security standards required for each of these is critical to developing software that seamlessly and deeply integrates the phone system, CRM, and browsers.

Industry experience

Developing an enterprise-grade CTI system calls for extensive knowledge. To address every aspect of CTI, from the initial design to development, testing, deployment, and continuing customer support, CTI providers require an entire complement of skill sets.

As a business, GirikCTI, being a 100% native Salesforce CTI solution is committed to delivering enterprise-grade CTI to its customers. Our vast industry experience makes it far simpler to foresee issues before they arise and to anticipate customer needs. Patterns begin to emerge with the help of customers in many contexts and sectors. By incorporating functionalities and workflows and updating the UI accordingly allows us to deploy a solution that is in sync with dynamic business needs.

CRM Partnerships

With the CRM vendors they collaborate with, enterprise-level CTI vendors build trusting partnerships. Being a Salesforce partner for over a decade, our solution was purpose-built as a CTI for Salesforce which entailed gaining early access to Salesforce upgrades. Through such partnerships, CTI solutions are able to obtain software pre-releases, allowing for the correction of any defects prior to the software's commercial release. This method removes the possibility of system outages. GirikCTI represents thousands of business users when it reports a problem to a CRM provider. This information is sent straight to CRM decision-makers as a reliable development partner.

If CTI software is uploaded to a CRM app store, it undergoes an external review. This ensures that apps are developed in accordance with the security and compliance requirements of a CRM. Customers can feel secure knowing that the solution has been assessed and approved by the CRM vendor when they see a downloadable app on a partner store.

Certified telephony partnerships

In order to obtain certifications, telephone technology vendors typically test CTI software. This is done to ensure the integration works perfectly and provides smooth interoperability. CTI partners also have early access to releases of telephony systems. This enables IT staff to identify potential issues and resolve them prior to deployment.

Simplicity for Users

The best part of all these CTI complications is that, in the end, a well-designed product makes things simple for users.

The user-friendliness of a CTI solution is crucial to its success. In order to reduce agent clicks, CTI specialists can customize speed dials, search results, screen pop directly into an authentication procedure, log to a custom field, and more for customers. When a company presents a concept to a reputable provider, the outside perspective, supported by experience, can help them accomplish their goals more effectively. This has the advantage of requiring far less work to enhance the user experience and CTI's usability.

Teams that spend a lot of time on the phone can benefit greatly from a CTI-CRM integration, and it's critical to provide a streamlined agent experience to conceal the underlying complexity.

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