CRM Integration & CTI (Computer Telephony Integration) Flashcards
7 cards from real Call Center Hosting practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 CRM Integration & CTI (Computer Telephony Integration) flashcards as text
Which integration method embeds telephony controls directly inside a CRM browser window using a JavaScript SDK without requiring desktop software installation?
Answer: Browser-based CTI using a JavaScript SDK (e.g., Salesforce Open CTI)
Browser-based CTI using a JavaScript SDK embeds phone controls directly in the web browser, eliminating the need to install desktop telephony software on each agent workstation.
What does DNIS (Dialed Number Identification Service) enable in a CTI integration?
Answer: It tells the receiving system which number the caller dialed, enabling targeted routing and screen pops
DNIS delivers the specific number the customer dialed to the contact center, allowing the platform to identify which product line or service was requested and route or screen-pop accordingly.
What is a 'warm transfer' in call center operations?
Answer: Connecting the receiving agent before transferring the caller, allowing a briefing handoff
A warm transfer (attended transfer) allows the original agent to speak with the receiving agent first before the caller is connected, providing context and reducing customer frustration from repeating information.
Which technology enables real-time transcription of calls to be automatically pushed into CRM records during or after an interaction?
Answer: Automatic Speech Recognition (ASR)
Automatic Speech Recognition (ASR) converts spoken conversation to text in real time, which CTI systems can push directly to CRM records as searchable transcripts and automated call summaries.
What is a 'unified agent desktop' in the context of a CTI-integrated contact center?
Answer: A consolidated interface combining telephony controls, CRM data, knowledge base, and chat tools in one screen
A unified agent desktop consolidates all tools an agent needs—phone controls, customer history, knowledge articles, and messaging—into one interface, reducing application switching and average handle time.
In CTI, what is the purpose of 'IVR data passing' to the agent's screen pop?
Answer: To send data collected in the IVR session to the agent before the call connects, eliminating repeat questions
IVR data passing forwards information the customer entered during the self-service IVR session (account number, issue type, etc.) to the agent's screen pop so agents never have to re-ask for data already collected.
What type of integration approach uses a third-party middleware layer to connect telephony platforms with CRM systems when native connectors are unavailable?
Answer: Middleware or iPaaS (Integration Platform as a Service)
Middleware or iPaaS solutions such as MuleSoft, Boomi, or Zapier act as intermediary platforms that translate and route data between telephony systems and CRM platforms, bridging incompatible systems.