Computer telephony integration equipment, or CTI equipment, adds real value to your computer network. By leveraging your existing hardware, your network becomes a sophisticated PBX telecommunications system. Hardware for CTI needn't be expensive and is easy to find. In fact, if you replace your entire phone system with telephony hardware, you often reduce your infrastructure costs.

Computer telephony integration hardware can perform many functions:

1. CTI hardware connects calls with the popular Voice over Internet Protocol (VoIP) services, such as Skype, without a direct connection to your computer.

2. Computer telephony hardware allows companies, even non-telemarketing companies, to benefit from software that makes and tracks phone calls, which gives users the ability to multi-task and increase productivity.

3. Computer telephony integration equipment uses integrated video and audio systems to create records for later perusal by employees at their leisure or for an audit trail.

Action Steps
The best contacts and resources to help you get it done

Use computer telephony integration hardware to make a VoIP connection

Skype is one of the most popular and oldest companies to bring VoIP to the masses. VoIP providers send calls over the Internet, not the telephone line, which allows them to reduce the cost of phone calls. Some companies make revenue from advertisements or selling premium services and computer telephony hardware and offer free phone calls to increase traffic to their sites

I recommend: Skype for Business provides video calls, conference calls and even mobile phone integration. You may want to develop an in-house system for your business needs before outsourcing to a VoIP company.

Leverage your workforce more efficiently with automated dialers

When selecting an automated dialer, consider whether you are merely sending out messages like in a political campaign or whether you need computer telephony integration products, which allow an employee to pickup an answered call like a sales call. Some products predict more accurately whether a person or voicemail will answer the call. Your budget determines what level of predictive sophistication you can afford.

I recommend: Use a company like Predictive Dialer Systems, which offers businesses predictive dialer leasing options, single-line options and multi-line options.

Share video conference calls on a network through CTI products

Connecting your CTI equipment to a network allows multiple employees to benefit from video conference calls. With the right hardware and software, employees around the globe can watch and listen live. Moreover, the employer may save and retrieve the call any time or allow employees with proper access to view the call.

I recommend: Review the services provided by International Video-Conferencing, LLC (IVCi), which include video conferencing, audio visual and IP network services.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Some companies offer video conference rooms and provide the complete hardware, software and network setup, sometimes called hosted video conferencing.
• •  Use computer telephony devices to keep all shareholders up-to-date on important developments and to make a legal record of conversations.
• •  Look for software that aids your ability to obey the Federal Do Not Call Registry and similar state laws. Such software either gets live updates from the national register or makes regular downloads directly to your system.