Top 10 Computer Telephony Integration Software

From cloud-based solutions enabling remote teams to advanced call-routing features that reduce customer wait times, CTI bridges the gap between cutting-edge technology and human connection. In this blog, we’ll demystify CTI and explore the top 10 CTI software solutions leading the charge. 

Get ready to gain all the information about CTI Software that you are ready to integrate into the business, how it works, what its benefits are, and more!

What’s a CTI?

CTI, or Computer Telephony Integration, is a revolutionary technology that connects telephone systems with computer software, enabling businesses to streamline communication and improve customer experiences. Often referred to as CTI telephony or CRM telephony integration, this technology empowers organizations to handle phone calls more efficiently by integrating them with other tools like CRMs, contact centers, and business applications.

CTI Definition?

At its core, CTI stands for the seamless connection between telephony systems and computer networks, allowing users to manage phone calls directly from their desktops. With a CTI application, businesses can access features like call routing, automated dialing, and real-time call data, making it a vital component for modern contact center CTI solutions.

What Does CTI Stand For?

The CTI acronym stands for Computer Telephony Integration, emphasizing the convergence of communication and computing. This CTI meaning highlights its ability to bridge traditional telephony with modern digital systems, transforming how companies manage customer interactions.

What is CTI Integration?

What is a CTI integration, and why is it important? A CTI contact center uses this technology to enhance workflows by linking CTI CRM tools to telephony systems. This integration allows agents to access customer details instantly, make calls with a single click (CTI phone number functionality), and automate repetitive tasks, resulting in faster, more personalized customer service.

CTI has become an indispensable tool for businesses aiming to enhance their customer communication strategies. Whether it’s a contact center CTI setup, a CTI CRM integration, or an advanced telephony software deployment, CTI applications provide the foundation for smarter, faster, and more personalized interactions.

Looking to transform your customer experience with CTI? Dive into the world of CTI technology and unlock the potential of seamless communication today!

How Does the Computer Telephony Integration System Work?

Computer telephone integration bridges the gap between telephony systems and overall computer networks. It creates unified and seamless communication which is a powerful asset of any business communication. 

Let’s break it down into core components, features, and a simple step-by-step process of CTI integration in your business.

Core Components of CTI Phone Systems

1. Telephony Hardware/Software: This includes the integrated phone systems (traditional or VoIP) and the software required to connect them to your computer systems. Think of it as the foundation of all CTI magic.
2. CRM or Customer Database Integration: CTI pulls customer data from your CRM or database to deliver real-time information during calls, enabling smarter, more personalized interactions.
3. Call Routing and Management Systems: These tools ensure calls are directed to the right agent or department and enable advanced features like call queues, automated routing, and skill-based distribution.

Benefits of Computer Telephony Integration System

• Enhanced Customer Experience: Instantly access customer details for personalized interactions.
• Increased Efficiency: Automate call routing and streamline workflows.
• Improved Productivity: Reduce manual data entry with CRM integrations.
• Better Call Management: Monitor and analyze performance with call tracking and recording.
• Cost-Effectiveness: Save on operational costs with cloud-based solutions.
• Scalability: Adapt easily to growing business demands.
• Seamless Remote Work: Enable remote teams to manage calls effectively.
• Data-Driven Insights: Use call analytics to optimize business strategies.
• Enhanced Collaboration: Simplify communication with call transfers and conferencing.
• Future-Ready Communication: Leverage AI and omnichannel tools for modern customer interactions.

Key Features of CTI

1. Call Pop-Ups: When a call comes in, a pop-up displays the caller’s details, including name, contact information, and previous interactions, saving agents valuable time.
2. Call Routing and Transfers: CTI routes calls automatically to the most appropriate team or agent and enables smooth call transfers when necessary.
3. Click-to-Call Functionality: Simplify outbound calling by letting agents dial numbers directly from their computer or CRM with a single click.
4. Voicemail and IVR Integrations: Integrate voicemail and Interactive Voice Response (IVR) systems to automate responses and efficiently handle high call volumes.

Step-by-Step Explanation of a Typical CTI Interaction

1. Incoming Call Detection: A customer dials your support or sales number, and the telephony system detects the call.
2. Caller Identification: CTI identifies the caller using their phone number and fetches their data from the CTI integration with CRM or database.
3. Call Pop-Up Display: A pop-up appears on the agent’s screen with the caller’s details, including history and context.
4. Call Routing: The system routes the call to the best-suited agent based on factors like department, skills, or availability.
5. Engagement: The agent engages with the customer, using the displayed information to provide quick and personalized service.
6. Post-Call Actions: After the call, the system updates the CRM with details of the interaction, ensuring data is always current.

10 Best Software for Computer Telephony Integration

1. Emitrr
2. Aircall
3. RingCentral
4. Five9
5. Vonage
6. Genesys Cloud
7. Freshdesk Contact Center
8. Twilio
9. CloudTalk
10. Nextiva

1. Emitrr

Emitrr is one of the comprehensive computer telephony integration systems for seamless communication platforms that are customized for hotels and is considered to be revolutionizing the way guest communication is handled. It is a single platform where multiple features such as calls, texts, and emails are handled under one roof. 

With Emitrr, your hotel staff can effortlessly manage everything including guest inquiries to booking operations and confirmation, all under a unified interface.

Key Features of Emitrr

• Call recording: Record and store calls for monitoring quality, training, or compliance purposes.
• HD call quality: Enjoy crystal-clear communication with high-definition audio for seamless customer interactions.
• Advanced call encryption: Protect customer data with secure and encrypted calls.
• Mobile access: Take calls anywhere by integrating Emitter with your mobile devices.
• Voicemail transcripts: Save time by reading voicemail summaries rather than listening to full messages.
• Conference calling: Easily host calls with multiple participants to collaborate efficiently.
• Call forwarding: Automatically route calls from your old business number to your VoIP device.
• Analytics dashboard: Monitor performance with detailed insights on metrics such as missed calls and handle time.
• AI-driven features: Benefit from AI-powered tools that enhance your cloud phone system’s capabilities.
• Call queues: Let callers know their position in the call queue with real-time updates and estimated wait times.
• Toll-free numbers: Provide a free and easy way for customers to reach you with toll-free calling options.
• Auto attendant: Streamline call routing with an automated system that directs callers to the appropriate department or person.
• User and extension management: Easily add, remove, or update users and their extensions as needed.

Here’s a quick video showing how you can add users using Emitrr:

Pros of Emitrr

• Integration with 1,000+ CRMs: Effortlessly connects with popular CRM platforms for a seamless workflow.
• Unified Communication System: Combines calls, texts, and emails for streamlined management.
• Multi-Location Management: Ideal for hotel chains, allowing centralized communication across all properties.
• Essential Call Features: Call routing, forwarding, transfers, and more ensure efficient communication.
• Advanced Voice Capabilities: Voice calls, caller ID, voicemails, and customizable on-hold music enhance guest interactions.
• Interactive Voice Response (IVR): Provides automated, professional responses to direct guests to the right departments.
• Auto-Attendants: Handles calls with ease, ensuring guests are never left waiting.
• Call Encryption: Adheres to TCPA guidelines for secure and compliant communication.
• Exceptional Customer Support: A dedicated team ready to assist whenever needed.
• Time-Saving Automation: Automates repetitive tasks, boosting staff efficiency and productivity.

Cons of Emitrr

• Some features are still under development and will be rolled out soon.

Pricing

• For SMS, Emitrr offers a text-based pricing model that starts at $149 a month.

Integration

Emitrr offers 500+ integrations across different industries such as dental, recruiting, real estate, etc. with tools like:

• MailChimp
• Denticon
• Zapier
• Salesforce
• HubSpot
• Facebook
• HouseCall Pro
• And more!

Reviews and Ratings of Emitrr

Ratings:

G2: 4.7/5 

Reviews: 

“Emitrr has been a wonderful tool for our business. It has vastly improved our marketing efforts and is super easy to use/user friendly. The customer service is unmatched – anything I ask for help with is acknowledged quickly and usually resolved within a day or less. They also are quick to implement new ideas from clients. I don’t have one negative thing to say about Emitrr.“

“User-friendly layout and design that helps. Especially with our business model using multiple numbers. Customer support has always been extremely helpful and responsive. We use this daily and use all the features it offers. It was easy to implement and was a seamless integration into our system.“

Customer Support Channels

• Live chat: Chat with Emitrr’s live representatives
• Phone: Call Emitrr at +1 (210) 941-4696
• Email: Send email to Emitrr’s support team at [email protected]
• Knowledge base
• FAQs/forum
• SMS

2. Aircall

Aircall is a CTI call center software that is suitable for modern businesses and provides seamless integration with popular CRM and productivity tools. With the user-friendly interface and the accurate focus on enhancing customer communication. It is perfect for the teams that are looking to simplify their call management process. =

Key Features of Aircall

• Easy CRM and Tool Integrations: Connects effortlessly with platforms like Salesforce, HubSpot, and Zendesk.
• Call Routing: Advanced call distribution ensures customers are routed to the right agent or department.
• Call Analytics and Reporting: Offers detailed insights to monitor performance and improve strategies.
• IVR (Interactive Voice Response): Automates customer interactions with multi-level menu options.
• Click-to-Call Functionality: Enables agents to dial numbers directly from their CRM or web browser.
• Voicemail Management: Allows agents to access and manage voicemails easily from anywhere.
• Call Recording: Ensures quality assurance and training with access to call recordings.
• Scalability: Designed to adapt to growing business needs with flexible user and feature management.

Pros of Aircall

• Ease of Use: Intuitive interface and quick setup with minimal technical knowledge required.
• Cloud-Based: Enables remote teams to stay connected without needing hardware installations.
• Rich Integrations: Works with over 100+ tools, streamlining workflows for support and sales teams.

Cons of Aircall

• Pricing: This can be expensive for small businesses with tight budgets.
• Limited Offline Functionality: Requires a stable internet connection to function effectively.
• Basic Reporting for Advanced Needs: While sufficient for most, some businesses may find reporting features lacking in depth.
• Support Availability: Some users have reported delays in response times from the support team.

Pricing

• Essentials: $30/license
• Professional: $50/license

Integration

• Zendesk 
• Salesforce
• ActiveCampaign 
• Desku.io 
• eDesk 
• Freshdesk

Ratings and Reviews of Aircall

Ratings: 

G2:4.3/ 5

Reviews:

“Pretty much everything from the integration and onward to Hubspot – it messed up the reporting and the analytics in air calls were not great either. The app itself is very buggy, calls were just dropping and the app kept freezing and not letting them sign in. We are 100% outbound here and if it’s not working then it messes up our top of the funnel. The CSM team there is nonexistent.“

“The worst is their app and software. EXTREMELY glitchy, the app constantly has issues, calls dropping or not showing up. You can rarely answer a call Successfully on the app. The text message doesn’t show as read even though you open it.“

Customer Support Channels

• Support from website 
• Live Chat

3. RingCentral

RingCentral is an auto-dialer software platform where it is designed to support businesses of all sizes. It may be from startups to global enterprises. It has advanced features and offers a unified system for voice, video, and messaging. It makes the communication collaboration a smooth process.

Key Features of RingCentral

• Extensive Integrations: Over 300 integrations with CRMs and productivity tools.
• Unified Communication: Combines voice, video, and messaging in one platform.

Pros of RingCentral

• Robust feature set, ideal for larger teams and enterprises.
• Scalable to suit businesses of any size or stage.
• Strong integration capabilities with popular tools.

Cons of RingCentral

• Premium features come with a higher price tag.
• Customer support can be slow to respond at times.

Pricing

• Core: $20/user/month 
• Advanced: $25/user/month 
• Ultra: $35/user/month

Integration

• Salesforce
• Microsoft Teams
• Google Workspace
• Slack
• Zendesk
• HubSpot
• Microsoft Outlook
• Zoho CRM
• Dropbox
• Trello

Ratings of RingCentral

Ratings:

G2: 4/ 5

Reviews of RingCentral

“In the beginning, it was fine, then the phone started acting up for 3 hours (you cannot make calls, that happened to me, from time to time), and sometimes for almost one whole week, the text messages didn’t work, you couldn’t send text message at all.“

“Terrible customer service. We have been paying for the tool now for 3-4 months and have not yet been able to use it. A request for a refund or help with getting international numbers has not been responded to.“

Customer Support Channels

• Phone Support
• Live Chat
• Email Support
• Help Center
• Community Forum
• Knowledge Base
• Customer Support Portal
• Social Media Support

4. Five9

Five9 is a leading cloud contact center platform designed to empower businesses with smarter, faster, and more efficient customer interactions. Known for its robust automation capabilities and AI-driven tools, Five9 enables companies to deliver exceptional customer experiences while boosting agent productivity. It’s an ideal solution for organizations of all sizes looking to modernize their contact center operations.

Key Features of Five9

• Omnichannel Support: Manage customer interactions across voice, email, chat, social media, and SMS from one platform.
• AI-Powered Tools: Leverage AI for sentiment analysis, intelligent call routing, and virtual assistants.
• Predictive Dialer: Automatically dials numbers, skipping busy signals and voicemails to save agents time.
• CRM Integration: Integrates seamlessly with platforms like Salesforce, Zendesk, and Microsoft Dynamics.
• Workforce Optimization: Features like scheduling, forecasting, and performance management to maximize efficiency.
• Call Recording and Monitoring: Enables quality assurance and real-time agent coaching.
• IVR (Interactive Voice Response): Customizable IVR options to automate customer interactions.
• Real-Time Analytics: Provides detailed insights to track key metrics and improve operations.

Pros of Five9

• Comprehensive Omnichannel Support: Easily manage multiple customer communication channels from a single interface.
• AI and Automation: Advanced AI tools enhance efficiency and improve customer experiences.
• Scalability: Ideal for businesses of all sizes, from startups to large enterprises.

Cons of Five9

• Complex Setup: Initial configuration can be time-consuming and may require technical expertise.
• Pricing: Premium features can be costly for small and mid-sized businesses.
• Steep Learning Curve: Some users may need time to adapt to the platform’s extensive features.
• Dependence on Internet Stability: Requires a reliable internet connection for uninterrupted service.

Pricing

• Digital: $119/month
• Core: $119/month (only voice)

Integration

• Salesforce
• Oracle
• Microsoft
• Zendesk 
• Freshdesk 

Ratings and Reviews

Ratings:

G2: 4/ 5

Reviews:

“Implementation: The platform was launched in December 2022. Seven months later, we are still working with the implementation team to have some of the “out of the box” features working. Since we moved to Five9 we have been receiving more “static” or Ghost” calls.“

“Difficult to find any call recordings with their antiquated reporting system. No way for calls to route to cell phones as well as the VOIP system so lots of missed sales calls.“

Customer Support Channel

• Contact number available on the website 
• Live Chat 

5. Vonage

Vonage is one of the versatile dialer predictive software that offers higher customizable solutions for businesses of all sizes. With a focus on scalability and consisting of advanced communication features, it is one of the ideal solutions for enterprise businesses that are looking for communication tools. 

Key Features of Vonage

• Scalable Cloud Services: Adapts to growing business needs.
• Advanced Reporting: Provides detailed analytics for informed decision-making.
• Video Conferencing and Call Encryption: Ensures secure and versatile communication.

Pros of Vonage

• Highly customizable to meet diverse business requirements.
• Advanced APIs for companies needing tailored communication solutions.
• Scalable for enterprises anticipating growth.

Cons of Vonage

• Pricing may be higher for smaller businesses.
• Advanced features can drive up costs for extensive teams.

Pricing

• Mobile: $13.99/month 
• Premium: $20.99/month 
• Advanced: $27.99/month

Integration

• Salesforce
• Microsoft Teams 
• Microsoft Dynamics
• Slack 
• All the communication integrations available

Ratings and reviews of Vonage

Ratings: 

G2: 4.1 /5

Reviews of Vonage

“MUST use Salesforce Lightening for it to work well. In Classic there are a lot of issues. It’s hard to administer, particularly with multiple countries. We had a difficult implementation.“

“Accessing information can become a tedious and daunting task. Sometimes easier to just keep actual business cards in a Rolodex.“

Customer Support Channels

• 24/7 Phone Support
• Live Chat
• Email Support
• Help Center/Knowledge Base
• Community Forums
• Social Media Support (Twitter and Facebook)

6. Genesys Cloud

Genesys is a global leader in cloud-based customer experience and contact center solutions, enabling businesses to create personalized, seamless interactions across every channel. Known for its advanced AI capabilities and powerful omnichannel support, Genesys helps organizations deliver outstanding CTI customer service while optimizing operational efficiency. It is highly versatile and scalable, making it suitable for businesses of all sizes.

Key Features of Genesys

• Omnichannel Engagement: Manage interactions across voice, chat, email, SMS, and social media from one platform.
• AI-Powered Customer Journeys: Leverage AI to predict customer needs and provide proactive, personalized solutions.
• Workforce Engagement Management: Optimize scheduling, training, and performance with advanced tools.
• CRM Integrations: Seamlessly integrates with popular CRMs like Salesforce and Microsoft Dynamics.
• Intelligent Routing: Routes customers to the most appropriate agent based on context and skillsets.
• Real-Time Dashboards and Analytics: Provides actionable insights into customer interactions and agent performance.
• IVR and Self-Service Tools: Customizable IVR and AI-driven bots to automate repetitive tasks and reduce agent workload.
• Cloud Scalability: Scalable for businesses of all sizes with flexible deployment options.

Pros of Genesys Cloud

• Omnichannel Excellence: Unified platform for managing customer interactions across multiple channels.
• AI and Automation: Advanced AI features improve personalization and streamline workflows.
• Scalability: Tailored for businesses of all sizes, from startups to enterprises.

Cons of Genesys Cloud

• Pricing: This can be expensive, especially for small businesses or those with limited budgets.
• Complexity: Extensive features may overwhelm new users or require additional training.
• Implementation Time: Initial setup can be time-intensive, especially for large-scale deployments.
• Internet Dependence: Requires a reliable internet connection for optimal performance.

Pricing

• Contact them for customer 

Integration

• Adobe 
• Amazon
• Microsoft
• Google
• Zendesk 
• Zoom

Ratings and Reviews

Ratings: 

G2: 4.3 /5 

Reviews:

“Because the application is web-based, it is susceptible to network issues. A few instances occurred when agents were logged out and back in upon refreshing, which caused them to go off-queue. These unexpected logouts can cause our metrics to drop because there is no notification when it happens. They only know once they double-check the on-queue toggle. There is also a pretty steep learning curve initially, but it is not an obstacle with well-prepared training materials.“

“Skype for business is just Microsoft Lync with branding slapped on. The video is inconsistent, chat features have not kept up with the market, and the product has been eclipsed by Microsoft by Teams. It just seems forgotten. I only use it these days when a customer uses it for video chat and doesn’t want to use something like Zoom.“

Customer Channels

• Live chat
• Form available on the website 

7. Freshdesk Contact Center

Freshdesk Contact Center, part of the Freshworks suite, is a modern, cloud-based call center software designed to streamline customer support and sales communication. With its intuitive interface and affordable pricing, it is a popular choice for small to medium-sized businesses looking for a robust yet simple telephony solution. Freshdesk focuses on enhancing team productivity and improving customer satisfaction through smart automation and seamless integrations.

Key Features

• Cloud-Based Flexibility: Manage calls from anywhere without the need for physically integrated phone systems.
• Multi-Level IVR: Automates call routing with customizable menus for better customer service.
• Smart Call Routing: Routes calls to the most appropriate agents based on predefined rules.
• Call Recording: Offers on-demand call recording for quality monitoring and training purposes.
• Omnichannel Support: Integrates seamlessly with Freshdesk and other Freshworks tools for unified communication.
• Call Analytics: Provides insights into call metrics like response time, call volume, and agent performance.
• Click-to-Call Functionality: Simplifies outbound calls with a single-click dialing option.
• Pay-As-You-Go Pricing: Flexible pricing model with no long-term commitments.

Pros of Freshdesk Contact Center

• Ease of Use: User-friendly interface with a minimal learning curve.
• Affordable Pricing: Competitive pricing plans suitable for small and mid-sized businesses.
• Seamless Integrations: Works seamlessly with other Freshworks products and popular third-party tools.

Cons of Freshdesk Contact Center

• Limited Advanced Features: This may not meet the needs of large enterprises with complex telephony requirements.
• Call Quality Dependence: Call quality can vary depending on internet connectivity.
• Basic Reporting: Analytics might lack depth for businesses requiring detailed performance insights.
• Customer Support Response: Some users report delays in support response times during high-demand periods.

Pricing

Free plan

• Growth Plan: $15/per agent
• Pro Plan: $49/per agent
• Enterprise Plan: $79/per agent

Integration

• Slack 
• MS Teams 
• Shopify 
• Salesforce
• Jira

Reviews and Ratings

Ratings:

G2: 4.4 /5 

Reviews:

“We recently had the opportunity to use Freshdesk for our company’s customer support needs, and unfortunately, my experience was far from satisfactory. The software, which promised ease of use and efficiency, was clunky and not as intuitive as advertised. Navigating through the dashboard was a challenge, with essential features buried under confusing menus.“

“Lack of customer support, every time we need to wait“

Customer Support Channels

• Live Chat
• Customer Support Form
• Knowledge Base

8. Twilio

Twilio is a cloud-based communication platform that empowers businesses to engage with customers through SMS, voice, video, and other channels. Known for its developer-friendly APIs and robust scalability, Twilio offers businesses the flexibility to build custom communication solutions tailored to their unique needs. It is widely used by startups and enterprises alike to create seamless and personalized customer experiences.

Key Features of Twilio

• Programmable Voice: Build voice communication into applications with complete control over call routing and recording.
• Programmable Messaging: Send and receive SMS, MMS, and WhatsApp messages with global reach.
• Video API: Add high-quality video communication to your apps with secure and scalable solutions.
• Twilio Flex: A customizable cloud-based contact center platform for managing customer interactions.
• Authentication Services: Two-factor authentication (2FA) and verification APIs to enhance account security.
• Global Reach: Support for communication in over 180 countries with localized phone numbers.
• Real-Time Analytics: Monitor communication performance with live metrics and detailed insights.
• Scalability: Designed to support businesses of all sizes with on-demand resources.

Pros of Twilio

• Developer-Friendly: Provides powerful APIs and SDKs for building highly customized communication solutions.
• Scalable: Adapts to businesses of any size, from startups to global enterprises.
• Global Coverage: Offers extensive international reach for voice and messaging services.

Cons of Twilio

• Complexity for Non-Developers: Requires technical expertise to set up and manage effectively.
• Pricing: Pay-as-you-go pricing can become expensive with high usage.
• Steep Learning Curve: This can be challenging for users unfamiliar with APIs and coding.
• Customer Support: Some users report slow response times during critical issues.

Pricing

• Start for free, the pricing plan is pay-as-you-go. 

Integration

• Salesforce
• Flex
• Lookup 
• Proxy
• Sync
• WhatsApp 

Ratings and Reviews

Ratings:

G2: 4.2 /5

Reviews:

“When setting up phone numbers numerous requirements for certifications, Weber hawks, and technical integration requirements are neither well documented, clear, nor aided by any on-screen bye workflow. Further, there are no live chat or Live telephone options for a small business. Finally, when emailing support, response times are greater than 24 hours. I purchased a Twilio number four weeks ago and I still can neither receive calls nor voicemails. Tragic. Would not recommend trying RingCentral instead“

“When something’s wrong, don’t expect them to help with diagnosis, let alone support!“

Customer Support Channels

• Live Chat 
• Contact through form 

9. CloudTalk

CloudTalk is also one of the cloud-based systems that is designed for modern businesses that offer VoIP services, call center management, and overall customer support solutions. It helps teams handle inbound and outbound calls along with providing advanced analytics and integration with popular business tools.

Key Features of CloudTalk

• Cloud-based Calling System: Make and receive calls over the internet with high-quality VoIP.
• Smart Call Routing: Advanced routing options like skills-based routing, IVR, and call queuing.
• Call Analytics and Reporting: Detailed insights into call performance, agent productivity, and customer interactions.
• Integration with CRMs and Tools: Connects with Salesforce, HubSpot, Zendesk, Pipedrive, and more for seamless workflows.
• Power Dialer and Click-to-Call: Automate outbound calls and initiate calls directly from your CRM or browser.
• International Numbers: Offers virtual phone numbers in over 140 countries to support global communication.
• Call Recording and Monitoring: Record calls for training and compliance purposes; monitor live calls for real-time feedback.
• Multi-Device Support: Accessible via desktop, mobile apps, and web platforms.

Pros of CloudTalk

• Easy to set up and use, even for non-technical users.
• Scalable for small businesses to large contact centers.
• Global accessibility with international numbers.
• Advanced reporting tools for data-driven decision-making.
• Integration with popular CRMs and productivity tools.
• Reliable call quality with VoIP technology.

Cons of CloudTalk

• Limited video conferencing or messaging capabilities (not an all-in-one platform).
• Dependent on internet connectivity for call quality.
• Some advanced features require higher-tier pricing plans.
• Smaller businesses may find it more expensive compared to basic VoIP providers.

Pricing

• Starter: $25/month 
• Essential: $30/month 
• Expert: $50/month
• Custom Pricing

Integration

• Salesforce
• Hubspot 
• Pipedrive
• Zendesk 
• Intercom
• Zendesk Sell 
• Zoho CRM 
• Microsoft Teams
• Copper

Ratings and Reviews

Ratings: 

G2: 4.3 /5

Reviews:

“The app does not work. We get a call, and we pick up, but the customer does not hear us, nor can we hear the customer. We had this problem a lot of times, and have informed them about it. But they keep on asking the same questions, without any results.“

“Chief among many usability issues is the iOS App. When receiving a call, if one of my colleagues answers before me, my phone will continue to ring indefinitely, draining my battery. If I answer the ringing call that a colleague has already answered, I hear silence on the other end. If I decline the call, the call will ring again a few seconds later and I will need to decline 5-6 times until my iPhone stops ringing. “

Customer Support Channels

• Contact through the  number mentioned on the website 
• Contact forms 
• Live Chat 
• Knowledge Base

10. Nextiva

Nextiva is a sophisticated dialer system for call centers that integrates and is an AI-driven tool with a user-friendly design. It is perfect for businesses that help in the smooth customer engagement process and automatic dialer for call centers for such organizations. It delivers smart communication tools that improve workflows and interactions.

Key Features of Nextiva

• Smart Call Routing: Ensures calls are directed efficiently.
• Audio and Video Conferencing: Supports collaborative team communication.
• Voicemail and Call Analytics: Provides insights for performance tracking.

Pros of Nextiva

• Easy-to-use interface with a drag-and-drop call flow builder.
• Advanced AI tools enhance productivity and decision-making.
• Excellent customer support with quick response times.

Cons of Nextiva

• Advanced features come at a higher cost.
• Basic plans offer limited functionality.

Pricing

• Digital: $20/user/month 
• Core: $30/user/month 
• Engage: $40/user/month 
• Power Suite: $60/user/month

Integration

• Outlook and Google Contacts
• Active Directory Sync 
• Microsoft Teams 
• Salesforce
• HubSpot 
• Zendesk 
• Facebook
• Instagram 
• TikTok 
• Google Store 
• Amazon 
• App Store 
• Google Play Store 
• Google Reviews
• Yelp 
• TripAdvisor

Ratings and Reviews of Nextiva

Ratings:

G2: 4.5 /5 

Reviews:

“Nextiva seems to have a lot of features but a lot of them are not set up yet like the Call Flow and no one can give me an estimate as to when it will be available. The error messages that the system throws out are usually incorrect and do not address the issue, causing me to always have to reach out to customer service for anything including creating users, updating info, etc. Also, the prices are not clear and I was surprised that each line would cost over 40 dollars. Settings cannot be updated in bulk, instead each user and location needs each setting updated individually. Overall, this is a product that requires a full-time administrator to get the product working fully and is in no way user-friendly nor is the interface intuitive or simple.“

“Next phone apps are not user-friendly and sometimes VOIP. For the phone app, I have to log out and log in at least 3 times a day. I will get a call and go to answer it and drop the call which frustrates our clients. Our call center gets logged in the afternoon all by itself so they have to monitor it daily so they can receive calls that cause issues if they don’t. We are in the healthcare business and miss doctor and patient calls which is not ok. This needs to be addressed.“

Customer Support Channels

• Phone Support
• Email Support
• Live Chat Support
• Help Center/Knowledge Base
• 24/7 Customer Support

Why Emitrr is a Leading CTI Software?

Emitrr is one of the top CTI software with a blend of the perfect features. It is the most user-friendly, and affordable, and it is the perfect choice for all business types that aim to boost their communication game and elevate the customer experience.

Comprehensive Features:

Emitrr combines advanced call management, automation, and integration features to streamline communication workflows.

Ease of Use:

Designed with simplicity in mind, Emitrr is easy to set up and navigate, even for non-technical users.

Tailored Solutions:

Offers industry-specific features for healthcare, retail, and service-based businesses, ensuring a perfect fit for diverse needs.

Seamless CRM Integration:

Syncs effortlessly with popular CRM platforms like HubSpot, Salesforce, and Zoho, providing a unified customer view.

Automated Call Handling:

Includes smart call routing, voicemail automation, and follow-up reminders to reduce manual effort.

Click-to-Call Functionality:

Empowers agents to make calls directly from their computer, saving time and improving productivity.

Analytics and Insights:

Provides actionable data on call performance, customer engagement, and agent efficiency to optimize processes.

Scalability:

Flexible plans and features make it suitable for businesses of all sizes, from small startups to large enterprises.

Exceptional Customer Support:

Known for responsive and reliable customer service, helping businesses resolve issues quickly.

Affordable Pricing:

Combines premium features with cost-effective plans, offering excellent value for money.

Implementing Emitrr’s CTI Software in Your Business

• Assess Business Needs & Compatibility
• Set Up & Configure Emitrr CTI
• Train Employees & Test the System
• Go Live & Monitor Performance
• Optimize & Scale

Future To Look For In Computer Telephony Integration Software

The future is surely bright for CTI software as modern businesses look out for seamless communication solutions that provide the best customer experience and ease the sales communication, personalized communication, and more. It should be adaptive as the business evolves. 

AI-Powered Capabilities:

Enhanced automation, sentiment analysis, and predictive insights to personalize customer interactions.

Omnichannel Integration:

Unified communication across voice, email, chat, SMS, and social media for seamless customer experiences.

Cloud-Native Solutions:

Increased adoption of fully cloud-based platforms for greater flexibility and remote work support.

Advanced Analytics:

Real-time dashboards and AI-driven insights to optimize call handling and decision-making.

Improved Security:

Enhanced encryption and compliance features to safeguard sensitive customer data.

Self-Service Options:

AI-powered IVR and chatbots to handle routine queries and free up agents for complex tasks.

Customizable Features:

Flexible APIs and modular designs to create tailored solutions for specific business needs.

Integration with Emerging Tech:

Compatibility with IoT devices, AR/VR tools, and other cutting-edge technologies.

Scalability and Flexibility:

Solutions designed to adapt to businesses’ changing needs without costly overhauls.

Sustainability Focus:

Eco-friendly systems optimized for energy efficiency and minimal hardware requirements.

FAQs

Conclusion

Adopting the right Computer Telephony Integration software is a game-changer for your organization’s needs. From streamlining communication workflows to delivering personalized customer experiences, CTI solutions help to always stay ahead of the competition in the competitive market. 

Whether you’re a small business startup or a large enterprise, choosing the right CTI phone system platform will align with your goals and scale with the growth. 

While there are multiple options available, Emitrr is one of the best CTI phone solutions that stands out as a comprehensive and easy-to-use CTI solution. With its powerful features, seamless integrations, and on-the-spot customer support, it has got it all. Emitrr can transform the way your team communicates and engages with customers.

Ready to elevate your communication game? 

Click here to explore Emitrr now and see how it can revolutionize your business! Don’t just take our word for it—experience the difference Emitrr can make today.