Call Center Hosting CRM Integration & CTI (Computer Telephony Integration) 3

Question 1

Which integration method embeds telephony controls directly inside a CRM browser window using a JavaScript SDK without requiring desktop software installation?

Accepted Answer

Browser-based CTI using a JavaScript SDK (e.g., Salesforce Open CTI)

Answer

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.

Question 2

What does DNIS (Dialed Number Identification Service) enable in a CTI integration?

Accepted Answer

It tells the receiving system which number the caller dialed, enabling targeted routing and screen pops

Answer

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.

Question 3

What is a 'warm transfer' in call center operations?

Accepted Answer

Connecting the receiving agent before transferring the caller, allowing a briefing handoff

Answer

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.

Question 4

Which technology enables real-time transcription of calls to be automatically pushed into CRM records during or after an interaction?

Accepted Answer

Automatic Speech Recognition (ASR)

Answer

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.

Question 5

What is a 'unified agent desktop' in the context of a CTI-integrated contact center?

Accepted Answer

A consolidated interface combining telephony controls, CRM data, knowledge base, and chat tools in one screen

Answer

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.

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Call Center Hosting Practice Test

Call Center Hosting CRM Integration & CTI (Computer Telephony Integration) 3