What is Computer Telephony Integration in SAP CS - Customer Service?

SAP Term: Computer Telephony Integration

• Component: CS

• Component Name: Customer Service

• Description: The computer software that connects a telephony switch to a computer. Computer Telephony Integration CTI allows: Call-attached data Examples include: Automatic Number Identification ANI, Dialed Number Identification Service DNIS or Interactive Voice Response IVR information. Call processing using a Graphic User Interface GUI on a computer screen instead of telephone hardware Different channels such as voice, e-mail and paging to be controlled from one application Automatic logging of call-related information &EXAMPLE& A call comes into a call center that uses CTI. The switch identifies the caller ID and sends it via CTI to the computer system, which looks up the number and sees that it belongs to Jack Smith. The system then sends the available information about Jack Smith along with the call to an agent's workstation. The agent can answer and process the call right from the computer screen.

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• Key Concepts: 
  Computer Telephony Integration (CTI) is a technology that enables the integration of telephone systems with computer systems. It allows for the automation of customer service processes, such as call routing, call logging, and customer data management. In the SAP Customer Service (CS) component, CTI is used to provide a more efficient and streamlined customer service experience. 
  
  How to use it: 
  In the SAP CS component, CTI can be used to automate customer service processes such as call routing, call logging, and customer data management. It can also be used to provide a more efficient and streamlined customer service experience by allowing agents to quickly access customer information and respond to inquiries in a timely manner. 
  
  Tips & Tricks: 
  When using CTI in the SAP CS component, it is important to ensure that all customer data is securely stored and protected. Additionally, it is important to ensure that all customer interactions are logged accurately and that any changes made to customer data are tracked. 
  
  Related Information: 
  For more information on Computer Telephony Integration in the SAP CS component, please refer to the SAP Help Portal or contact your local SAP representative.