Computer Telephony Integration (CTI): when every call opens the customer record
Integrating your VoIP phone system with your business applications saves time on every call and improves service. Here is how it works.
CTI (Computer Telephony Integration) is the integration between a company’s phone system and its business applications. With IP telephony (VoIP) now widespread, connecting calls to your ERP or CRM is simpler and more affordable than ever.
What it brings day to day
- Automatic identification: when a call comes in, the number is recognised and the customer record opens, with their orders or open incidents.
- Click-to-call from within the application, with no manual dialling.
- Automatic call logging (date, duration, agent) linked to the customer.
- Smart routing: directing the call to the right agent or department based on who is calling or what is pending.
- Metrics: waiting times, answered and missed calls, workload per agent.
Where it fits in an SAP environment
In companies running SAP, CTI lets customer service, sales or support teams work with all the ERP information in front of them from the very first second of the call: order status, outstanding invoices, deliveries or contracts. The result is shorter calls, fewer transfers and better-served customers.
Keys to a successful CTI project
- Know the phone system well, including its integration interfaces.
- Define what information each user profile needs to see when receiving a call.
- Keep contact data clean in the ERP or CRM: without properly recorded numbers, identification fails.
- Think ahead: call transcription, automatic AI summaries or sentiment analysis are the natural next steps.
At Responsive we have long experience in systems integration and VoIP/CTI solutions, and we know how to connect them with SAP business processes.
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- #VoIP
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- #integration
This article is for information purposes only. SAP dates and conditions may change; always check official SAP information or contact us to review your specific case.