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

Question 1

What does CTI stand for in a call center environment?

Accepted Answer

Computer Telephony Integration

Answer

CTI stands for Computer Telephony Integration, which connects telephone systems with computers to enable coordinated call handling and automatic data retrieval.

Question 2

Which CTI feature automatically displays a caller's account information on an agent's screen the moment a call is connected?

Accepted Answer

Screen pop

Answer

A screen pop automatically retrieves and displays a caller's CRM record on the agent's screen when a call arrives, eliminating manual lookups.

Question 3

What is a 'soft phone' in the context of CTI?

Accepted Answer

A software application that emulates a phone on a computer

Answer

A soft phone is a software application installed on a computer or mobile device that replicates full phone functionality, allowing agents to make and receive calls without physical hardware.

Question 4

Which Microsoft-developed API protocol is commonly used to enable CTI communication between a PBX and external applications?

Accepted Answer

TAPI (Telephony Application Programming Interface)

Answer

TAPI (Telephony Application Programming Interface) is a Microsoft standard that allows applications to control telephony functions such as making, receiving, and transferring calls.

Question 5

What is 'click-to-dial' functionality in a CTI-integrated CRM?

Accepted Answer

Allowing agents to initiate a call by clicking a phone number within the CRM

Answer

Click-to-dial allows agents to start a phone call by clicking a contact's number directly in the CRM interface, eliminating manual dialing and reducing misdialed errors.

Call Center Hosting Practice Test

Call Center Hosting Practice Test

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