With the increased adoption of digital channels, most of us believe that phone calls are getting phased out as the preferred support channel. They certainly are on the way out but just not as quickly as we expect. A ContactBabel survey among 200 contact centers revealed that 80.4% of inbound customer service interactions still happen over phone. So, optimizing customer interactions over voice channel remains a priority that today’s businesses must adequately focus on. How can you do that? Computer Telephony Integrations (CTI) help you move the experience of traditional voice channel to a modern digital platform that can be managed much more easily and effectively.

Sensiple’s CTI can power up CRM platforms such as ServiceNow and Dynamics 365 to increase your agent productivity and empower your agents with all the contextual knowledge they need without them having to switch between multiple windows. This rapidly reduces agent call handling time, and helps agents deliver personalized experiences and quick resolutions.

CTI Integrations

Sensiple CTI Features

  • Call handling
    Call handling

    Screen pop-up with caller information and automatic caller identification allows agent to add new caller details into CRM​.

  • Click to dial
    Click to dial

    Outbound call initiation feature allows agents to look up contacts and initiate calls with a click.

  • Call controls
    Call controls

    Enables agents to log notes of a call directly into the CRM and automatically capture Call metrics.

  • After-call update
    After-call update

    Log notes of the call directly into the CRM, Call metrics will be captured automatically.

  • Ticket handling
    Ticket handling

    Allows agents to handle tickets, update tickets, modify them and save them to the CRM directly.

  • Presence Status
    Presence status

    Allows agents to manage their presence status and sync Presence for routing.

  • Localization

    Provides support for agents on their preferred local language.

Boost your customer experience with CTI integration

Combine systems with readymade integrations

Get to integrate major CRMs, ticketing systems, and helpdesk with our connectors. You can combine your existing system with our robust integration for increased capabilities.​

Preserve CRM context without losing the conversation's context

Drive qualified conversations with the perfect set of customer information using CTI integration. With the ready availability of relevant customer information, your agents can increase sales and productivity.​

Simplify agent workloads with powerful voice capabilities

Automate your manual tasks to boost agent productivity by auto-routing inbound calls to the right agent with expert call management features.​

Boost customer engagement with quicker redressal

Address grievances in a personalized manner with progressive tools and embeds within the application providing a single interface for faster resolution.

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Declutter operations and delight customers on the voice channel and with seamless CTI integrations!

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