How CTI integration works
CTI integration functions as the connecting layer between the PBX and business applications. The basic scenario for an incoming call:
- A call comes through to the central office.
- The central hub identifies the caller's number (CLI) and sends a query to the CRM.
- The CRM system retrieves the customer's card and displays it to the employee before they answer the call.
- After the call ends, CTI automatically records the call duration and any notes in the customer record.
The connection is made via an API or ready-made connectors offered by virtual central units for popular CRM systems.
Benefits of CTI integration for a company
Correctly implemented CTI integration brings these benefits to a company:
- Shorter operation - The employee does not need to ask the customer to repeat their name or order number; everything is visible on the screen.
- More accurate records - calls are logged automatically, eliminating manual note-taking.
- Click to call - The employee initiates the call by clicking the number directly in the CRM, eliminating the need for manual dialling.
- CRM call statistics - the team leader can see how many calls were made to each customer and how long they lasted.
Technical requirements and CRM selection
CTI integration requires your cloud central station to have an API or a native connector for your CRM system. The most widely used CRM systems offer ready-made integrations available as plugins or add-ons.
To operate CTI, you need:
- A cloud-based or software PBX with an open API.
- CRM system with telephone integration support.
- Alternatively, an integration platform for less common system combinations.
On virtualni-ustredna.cz, the API is available in all plans and connection guides are ready for the most widely used CRMs.
Frequently Asked Questions
Which CRM systems does the CTI integration work with?
It depends on the specific PBX. Modern cloud-based central units offer connectors for the most widely used CRM systems such as Salesforce, HubSpot or Pipedrive. For other systems, integration can generally be set up via an API or an integration platform.
Do I need special hardware for CTI?
No. Cloud-based CTI integration operates at the software level, communication is handled via API without requiring special hardware. A softphone or an IP phone with internet access is sufficient.
Does CTI integration work when calling from a mobile phone?
It depends on the implementation. If an employee calls via the company PBX using a mobile app, CTI integration can be used just as with a call from an office phone. A private mobile number outside the PBX cannot access CTI.