What Is WebCTI?

Every caller has the same story: “I called and provided all of my information to the system, then I was transferred to an agent and had to repeat everything I just said!” This frustration is commonplace and leads to low Customer Effort Scores. What’s worse—it’s totally avoidable.

Computer-telephony integration (CTI) is the technology that enables communication between computers and telephone systems. You can read more about how it works and its history on Tech-FAQ.

WebCTI™ is SmartAction’s web-based offering that integrates seamlessly with IVA® and it comes included with every IVA® solution we implement. Here’s how ours works.

Features of WebCTI™
  • Simple, easy-to-use interface
  • Included with IVA® at no additional charge
  • 100% web-based – all you need is a web browser
  • Customizable data fields so you can pass along the information pertinent to your business
  • Full integration with IVA® and the SmartAction Reporting System

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Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.

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