CT Connect is a middleware software product that allows computer applications to monitor and control telephone calls and connects a company's telephone switches to the business applications used in its call center.
CT Connect uses a client/server model that allows multiple applications and computers to access the same phone system. Additionally, use of APIs and an open architecture make it easy to integrate with telephony systems and call center applications, including legacy systems.
When it's used to integrate phone systems with CRM applications, CT Connect can enable functionality such as screen pop-ups (in which a customer information screen automatically "pops up" when an agent answers a call). Integration with outbound dialers enable capabilities like click-to-call (in which an agent simply clicks on a phone number on the screen and the system dials it).
CT Connect enables the types of integrations that make call centers more effective. Potential benefits include:
- Increased efficiency
- More personalized service experience
- Higher first call resolution rate
