CTI (Computer Telephony Integration)
CTI (Computer Telephony Integration) is technology that connects phone systems with computers in call centers. Think of it as a bridge that lets phone calls and computer systems work together. When a customer calls, CTI helps display their information on the agent's screen automatically. This saves time since agents don't have to manually search for customer details. It's like having a smart assistant that handles the connection between phones and computers, making customer service more efficient. Similar systems might be called "contact center solutions" or "unified communications."
Examples in Resumes
Managed implementation of CTI system for 200-seat call center
Trained staff on Computer Telephony Integration software reducing call handling time by 30%
Supervised upgrade of CTI infrastructure supporting multiple contact center locations
Typical job title: "CTI Specialists"
Also try searching for:
Where to Find CTI Specialists
Professional Organizations
Online Resources
Example Interview Questions
Senior Level Questions
Q: How would you manage a CTI implementation across multiple call center locations?
Expected Answer: Look for answers that show experience in project planning, understanding of different phone systems, and ability to coordinate with various teams. They should mention training plans, testing procedures, and backup strategies.
Q: What strategies would you use to ensure minimal downtime during a CTI system upgrade?
Expected Answer: Strong answers should include creating backup plans, scheduling updates during low-volume periods, having rollback procedures, and ensuring proper testing before full deployment.
Mid Level Questions
Q: How do you troubleshoot common CTI integration issues?
Expected Answer: Should demonstrate systematic approach to problem-solving, knowledge of both phone and computer systems, and ability to identify whether issues are network, software, or hardware related.
Q: Explain how you would set up screen pop functionality in a CTI system?
Expected Answer: Should explain in simple terms how to connect customer phone numbers with database records and ensure quick information display for agents.
Junior Level Questions
Q: What is the main purpose of CTI in a call center?
Expected Answer: Should explain how CTI helps connect phone calls with computer systems to improve customer service and make agents' jobs easier.
Q: What basic components make up a CTI system?
Expected Answer: Should mention phone system, computers, CTI software, and database components in simple, non-technical terms.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of call center operations
- Familiarity with CTI software interfaces
- Basic troubleshooting
- Agent support and training
Mid (2-5 years)
- CTI system configuration
- Integration with CRM systems
- Advanced troubleshooting
- System monitoring and maintenance
Senior (5+ years)
- CTI system architecture design
- Project management
- Vendor management
- Strategic planning and implementation
Red Flags to Watch For
- No hands-on call center experience
- Lack of knowledge about basic phone systems
- No experience with customer service software
- Poor understanding of call center metrics
- Limited problem-solving skills
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