In the age of digital transformation, businesses are constantly seeking ways to streamline their operations and provide exceptional customer support. One of the areas where this transformation is particularly evident is in the way companies handle phone support. The traditional CTI (computer telephony integration) systems that many companies have relied on for years are being replaced by software based voice solutions. In this article, we will explore the advantages of software based voice solutions like Aircall over legacy CTI integrations.
Software based voice solutions are designed to be scalable. As your business grows, you can easily add new agents and expand your operations without the need for additional hardware or equipment. In contrast, CTI integrations require extensive setup and configuration to add new agents or integrate new phone systems, which can be time-consuming and costly.
Software voice systems provide greater flexibility in terms of the types of phone systems they can integrate with. Legacy CTI integrations often require proprietary hardware and software, limiting your options for choosing the phone system that best fits your business needs. With software voice systems, you can choose what works best for your business and integrate it seamlessly with your support software.
Software voice systems are designed to automate many of the tasks that were previously done manually with legacy CTI integrations. This includes tasks such as call routing, tracking and logging, and also automated ticket and contact creation. Automation not only increases performance but also reduces the risk of errors and improves the overall efficiency of your support operations.
In conclusion, software based voice solutions provide numerous advantages over legacy CTI integrations. They are more scalable, flexible, accessible, automated, and provide greater visibility and analytics. As businesses continue to improve customer support, it is clear that software based voice solutions will play an increasingly important role in achieving this goal, by greatly reducing maintenance and operational costs while improving efficiency and performance.
With the experience Sollogica had in legacy CTI implementations, once we implemented Aircall and evaluated our customers feedback, we immediately confirmed that software based phone solutions are a vast improvement to legacy CTI integrations, and we recommend any business to evaluate this change.