A wide range of technology systems is used to facilitate communications across an enterprise. Some of such technology systems are media servers for different channels such as voice, email, web, office applications, workforce management applications and many more. How well the disparate systems are integrated affect the efficiency of customer relationship management. Better the integration, better the business performance.

Computer Telephony Integration (CTI ) from Drishti helps you to keep your business processes under the control of business rules. Loosely integrated disparate systems lead to high operational costs and severe revenue losses. If all systems in the enterprise operate as a single unit, it will lead to smooth business functioning and high profitably. With Drishti's CTI, you can integrate your enterprise resources with different business communication platforms in order to coordinate customer interactions.

Drishti's CTI capabilities provide you with the following functionalities:

- Linking agent desktops with customer information database for screen pops
- Queuing and routing of multimedia interactions

The pre-integrated database & CRM allows you to maintain and manage multiple client relations in a more efficient manner. Screen pops allows the agents to access customer information in real-time mapping it into a GUI based interface through the database. With such CTI capabilities your agents can service faster and more efficiently.

Computer Telephony Integration allows for screen-pops with customer information available to agent prior to the call connection with the customer. The CRM lists all relevant fields to the agent so that the customer can be serviced in the fastest time possible. The workbench also allows the user to transfer the call to another party, put the caller on hold, and dispose the call accordingly.