Computer Telephony Integration (CTI) refers to the technology that transforms your desktop into a phone system. Aircall’s computer telephony integration enables every call-related task to be handled directly from your existing devices through a single, easy-to-manage interface.

Aircall’s CTI connects numerous services in one place to maximise productivity, team monitoring and data analysis. Aircall’s CTI is configured with over 100 of the most popular integrations and CRMs on the market, all managed via our desktop app and dashboard.

Computer telephony integration is based on VoIP (Voice over IP) functionality, so it uses the internet to route calls rather than a traditional wired PBX telephone network. This makes desk phones obsolete in favour of softphones — phone software installed on your existing smartphone, desktop PC or laptop that enables business phone capabilities.

Fully virtual, cloud-based VoIP business phone systems are superior to using traditional (and often outdated) cable telephone systems for most companies, especially small businesses, startups and fast growing enterprises. They’ll also not be impacted by the upcoming PSTN switch off in the UK, which will lead to phones using traditional cables to no longer work.

A computer telephony integration is often configured to allow for integrations with CRM, Helpdesk, and other productivity tools. Aircall’s CTI connects to a wide range of these tools to allow your company to function as an advanced business phone system with the full suite of features needed for maximum performance.

If your business model hinges on making and receiving phone calls from customers and prospects, and you’re running on a decent internet connection, then there are numerous advantages to implementing a CTI for your business phone.

Aircall’s computer telephony integration drastically improves the quality of customer service. Since the relevant customer information from a linked CRM database is shown on screen before and during conversations, calls are highly personalised and optimised. Callers can use routing tools like interactive voice response (IVR) to reach the most appropriate agent.

Workflow integrations speed up call processing as well as any necessary after call work, which boosts efficiency and productivity. As a result, call volume rises and customer satisfaction increases. A CTI helps customer service teams reduce call handle times and increase first call resolution rates by providing agents with the information they need to resolve customer issues quickly.

Since all calls are automatically logged with a centralised history of exchanges, team performance monitoring by managers is made simpler with more quantified data. Moreover, since data is centralised, a CTI allows customer service agents to be aligned with their colleagues in sales, product development, business operations and marketing to avoid confusion between departments.

Aircall’s computer telephony integration connects easily with 100+ common business tools, including Salesforce, HubSpot and Zendesk, so no migration is needed. Since there is no hardware to purchase, a CTI considerably lowers operational costs compared to traditional phone systems. Teams can even be fully remote or distributed around the world as the software is easily installed on their existing devices.

Salesforce is the world's most common CRM system. Aircall’s CTI allows your business to use your voice channel within Salesforce and automate daily tasks to enhance your team’s performance. With the Aircall-Salesforce integration, all calls are automatically logged directly into Salesforce and each caller’s history is saved. Your sales and support agents will have access to all customer and prospect data within Salesforce to better communicate, solve tickets, and win new business.

Aircall adds business phone capabilities to Salesforce by centralising phone operations in a single interface, and uses data in Salesforce to give context to Aircall interactions. This integration boosts productivity through a myriad of features, which include:

• Your Salesforce interface offers direct access to the Aircall CTI

• Aircall automatically logs calls for every call made, missed, received and even voicemails. It can also log calls according to business hours

• Contact history is made visible in Salesforce when a call is received

• You can jot down virtual notes in real time while talking with your client thanks to Aircall’s note taking function

• Your call workflows can be customised within Salesforce

• Call comments, tags, and recordings automatically sync from Aircall and appear in Salesforce

• You can create ticket assignment rules for pre-existing Salesforce users or groups

For more information on what the Aircall computer telephony integration can do when linked with Salesforce, check out this useful video on our knowledge base, or read up on how to configure your Salesforce integration in Aircall.

Aircall’s CTI integrates seamlessly with all of the major CRMs on the market today. In addition to Salesforce, we integrate with Hubspot, Pipedrive, amoCRM, Zoho CRM, Freshsales, Zendesk Sell and several other CRMs. Configuring these integrations is intuitive and does not require complicated data migrations.

Aircall’s computer telephony integration also connects with other software tools and apps, besides CRMs. This includes syncing with everything from the most popular productivity tools (AI, sales automation, quality assurance, transcription, etc.) and customer satisfaction tools (surveys, live chat apps, SMS tools, helpdesk tools, etc.), as well as eCommerce apps, data analysis tools, recruitment integrations, payment & billing tools, and social network management apps.

For the full list of Aircall’s CTI integrations, check out our App Marketplace.