What is CTI?
CTI stands for Computer Telephony Integration and refers to the technology that connects computer systems with telephony systems. With CTI, users can initiate, manage, and monitor phone calls directly from their computer without the need for a separate telephone. This integration allows telephone functions such as answering calls, redialing, or forwarding to be controlled directly from software applications.
CTI offers a variety of features, including:
- Click-to-Dial: Start calls directly from an application, such as a CRM system.
- Caller Identification: Display information about the caller, such as name, company, or contact history, before answering the call.
- Call Logging: Automatically record calls and link them to customer or business data.
- Call Forwarding and Management: Easily forward calls to colleagues or teams.
- Integration with Other Systems: Connect with CRM, ERP, or helpdesk systems to automate workflows.
Why do NFON customers need CTI?
NFON customers benefit from CTI in numerous ways, especially if they rely on efficient communication and excellent customer service:
- Increased Productivity:
CTI eliminates the need to manually dial phone numbers, allowing calls to be initiated directly from an application. This saves time and reduces errors. - Enhanced Customer Service:
CTI enables employees to instantly view all relevant information about a caller (e.g., purchase history, open support tickets, or notes) during the call. This ensures personalized and efficient assistance. - Seamless Integration with Existing Tools:
NFON’s CTI solutions integrate with popular business applications such as Salesforce, Microsoft Dynamics, or Zendesk. This optimizes collaboration between telephony and other operational areas. - Efficient Call Management:
Features like call forwarding, queue management, and logging ensure teams remain organized and no important calls are missed. - Flexibility and Scalability:
For growing companies or those with remote teams, CTI provides a flexible solution that easily adapts to changing requirements. - Improved Transparency and Analytics:
CTI allows for the analysis of call data to gain valuable insights into customer interactions and team performance.
For NFON customers who prioritize professional and seamless communication, CTI is an essential tool. It not only enhances internal efficiency but also strengthens customer relationships.
Which CTI Solutions does NFON Offer?
The range of CTI functionalities that Cloudya provides out of the box is very limited, such as hotkey dialing, accepting calls, or hanging up calls. To provide customers with the necessary functionalities, NFON collaborates with suppliers who complement the portfolio. Currently, NFON offers the following CTI solutions:
- NCTI Standard
"NCTI Standard" is the name of the product family that includes "NCTI Standard", "NCTI Standard CRM" and "NCTI Standard Mac." All products in the "NCTI Standard" family enable CTI functionalities based on hardphones. Further details can be found in the service description: https://cdn.cloudya.com/CTI/NCTI%20std%20Leistungsverzeichnis.pdf - NCTI Premium
"NCTI Premium" is the name of the product family that includes "NCTI Premium" and "NCTI Premium CRM". Additionally, further products can be considered, such as NCTI Premium Multiline TSP, to achieve full Multiline TAPI. All products in the "NCTI Premium" family enable CTI functionalities based on hardphones. Further details can be found in the service description: https://cdn.cloudya.com/CTI/NCTI%20Premium%20Leistungsverzeichnis.pdf - NCTI Pro
NCTI Pro is a white-label solution which enhances the NFON service 'Telephone System' with computer telephony integration (CTI) software. NCTI Pro is a server/client installation that is set up and operated by a certified partner. The setup of this NCTI Pro service, as well as the booking of the Business Premium tariff, is a prerequisite for using the NCTI Pro client. NCTI Pro enables the optimal integration of cloud telephony with unified communications and CTI convenience features. Further details can be found in the service description: https://cdn.cloudya.com/CTI/NCTI%20Pro%20Leistungsverzeichnis.pdf - CRM Connect
"CRM Connect" is the name of the product family that includes the fee of charge product "CRM Connect" and the paid "CRM Connect Plus". All products in the "CRM Connect" product family are CTI extensions for NFONs softphone Cloudya. Further details can be found in the service description: https://cdn.cloudya.com/CTI/CRM%20Connect%20Leistungsverzeichnis.pdf - CTI API
The CTI API extends the NFON service 'Telephone System' with a powerful interface to support CTI (Computer Telephony Integration) activities. To use the CTI API, the setup of the CTI API and the booking of the Business Premium tariff are required.The CTI API enables optimal, customized integration of cloud telephony with CTI convenience features. Further details can be found in the service description: https://cdn.cloudya.com/API/CTI%20API.pdf - NFON Softphone Pro
The NFON Softphone Pro is a professional softphone client with voice reception panel included, where an employee can accept incoming calls, make calls out of the integrated softphone and forward certain calls to their recipients. Therefore he is able, to get certain information, put calls on hold and forward the caller to a specific person within the company. Also he can deny the callers wish to get forwarded. - NFON Multiline TAPI
FON Multiline TAPI is our solution for providing customers with full TAPI (Telephony Application Programming Interface) support. It enables TAPI functionality across the entire phone system(K-account), including both hardphones and the Cloudya AppSuite (Desktop App, Mobile App, and Web App). Based on the NFON CTI API, this service is free of charge. A dedicated server is required to run the NFON Multiline TAPI service.
Each of these solutions has its advantages and disadvantages and addresses different customer needs.
The main features that distinguish these products are:
- Price
- Integrable CRM Systems
- Compatible Client Operating Systems
- Compatible Phone Devices (Hardphone/Softphone Cloudya)
- Hosting (Client/Server)
- Features
- TAPI compatibility
- Terminalserver compatibility
Product | Setup Fee (EUR) | Sales Price (EUR) | Integrable CRM Systems | Compatible Client Operating Systems | Compatible Phone Devices | Hosting | Features | TAPI | Terminalserver compatibility | Downloads | Service description |
|---|---|---|---|---|---|---|---|---|---|---|---|
NCTI Standard | 0.00 | 1.00 |
| Windows | Hardphones | Client |
| Yes Full TAPI (inbound & outbound) available if the client but not on terminal server. | Yes. TAPI does not work on terminal server. | ||
NCTI Standard CRM | 0.00 | 1.50 | Windows | Hardphones | Client |
| Yes Full TAPI (inbound & outbound) available if the client but not on terminal server. | Yes. TAPI does not work on terminal server. | |||
NCTI Standard Mac | 0.00 | 1.00 |
| Mac OS | Hardphones | Client |
| No | No | ||
NCTI Premium | 299.00 | 1.00 |
| Windows | Hardphones | Client & Server |
| Singleline TAPI (outbound) | Yes | ||
NCTI Premium CRM | 299.00 | 1.80 | Windows | Hardphones | Client & Server |
| Singleline TAPI (outbound) | Yes | |||
NCTI Premium Multiline TAPI | 99.00 | 1.00 | Windows | Hardphones | Client & Server |
| Full MultilineTAPI (inbound & outbound) available | Yes | |||
NCTI Pro | 0.00 | 4.80 | all kinds of CRM systems (Datev, Zoho, salesforce) can be integrated (Details) | Windows & Mac OS (Webclient) Android & iOS | Hardphones and Softphone | Client & Server |
| Full MultilineTAPI (inbound & outbound) available | Yes | Client: Server: | |
CRM Connect (Windows) | 0.00 | 0 |
| Windows | Softphone (Cloudya) | Client |
| Some Outbound TAPI features are available. | Yes under this conditions | ||
CRM Connect Plus (Windows) | 0.00 | 1.80 | Windows | Softphone (Cloudya) | Client |
| Some Outbound TAPI features are available. | Yes under this conditions | |||
CRM Connect (Mac) | 0.00 | 0 |
| Mac OS | Softphone (Cloudya) | Client |
| No | No | ||
CRM Connect Plus (Mac) | 0.00 | 1.80 | Mac OS | Softphone (Cloudya) | Client |
| No | No | |||
CTI API | 0.00 | 0 | based on this API all kinds of Third Party application can be integrated individually | Windows & Mac OS | all kind of devices | Client & Server | Depends on the development of the Third Party solutions. | The API allows to be used for Multiline TAPI (inbound & outbound) | Yes | No Download available | |
NFON Softphone Pro | 0 | 4.80 | Windows & Mac OS | Softphone & Hardphone | Client | CRM Sync | Singleline TAPI & Multiline TAPI | Yes | |||
NFON Multiline TAPI | 0 | 0 | Windows | Softphone (Cloudya) & Hardphones | Client & Server | Singleline TAPI & Multiline TAPI | Yes |