CTI – computer telephony integration

Features

What CTI does

• Screen pop – the customer record opens for the agent automatically on an inbound call
• Click-to-dial – agents dial numbers right from the CRM
• Call control – answer, hold, transfer, and conference from the CRM window
• Call logging – time, duration, outcome, and a link to the recording are saved to the customer record
• Data-driven routing – CRM data (VIP status, an open ticket) decides who gets the call
• Agent statuses – visible right in the CRM

How it works

How CTI works

CTI used to be built on proprietary links between a desk phone and a computer. Today, telephony and the CRM usually exchange events and commands through an API: the phone system tells the CRM "incoming call" or "call ended," and the CRM sends back commands such as "dial this number."

Example

Sample calculation

Say a screen pop saves an agent 20 seconds of searching for the customer, and automatic call logging saves 30 seconds of note-taking. That's 50 seconds per call. At 5,000 calls a day, that adds up to 250,000 seconds, or about 69 agent hours a day – almost nine eight-hour shifts. Your actual savings depend on how you work today, but they usually show up in average handle time (AHT) within a few weeks.

In CONTACT.WORK

How it works in CONTACT.WORK

CONTACT.WORK connects to your CRM through the platform API and webhooks, the API connector for Asterisk, and prebuilt integrations – for example, with Bitrix24, Kommo (amoCRM), SuiteCRM, vTiger CRM, and Odoo. On an inbound call, the platform looks up the caller in the CRM and opens their record for the agent; outbound calls take one click; and the record stores the date, duration, outcome, recording link, and a short AI-written call summary. Agents take calls in the browser, right next to the customer record.