What Is the Difference Between IVR and CTI?

Interactive Voice Response, or IVR, is an automated call system that picks up an incoming call and guides the caller through different IVR menus using pre-recorded voices.

Computer Telephony Integration, or CTI, is an approach that integrates the office phone system with its computer devices, giving call access from another system.

IVR and CTI are different as “IVR automates call system that answers calls and lets callers navigate through many menu options, whereas CTI is a system that integrates the phone system with the computers.”

IVR :

• Automatically handles calls with less involvement of agents for simple queries.
• Offers menu option to callers using voices or Dual-Tone-Multi Frequency (DMTF).
• Based on callers’ input, it routes calls to suitable agents.

CTI :

• It integrates the office telephony system into the computer applications.
• Infused with databases, it provides caller information to the agent's computer screen.
• Agents are the ones who directly interact with the callers.

IVR :

• Provide self-service to the callers, such as balance inquiries, password resets, etc.
• Gets pre-call-routing information to transfer calls to best-suited representatives.
• Automatically surveys the call and gathers feedback to enhance call management.
   

CTI :

• Helps answer calls from the suited agents based on skill, customer history, or priority.
• Voice, chats, and emails are included in a single contact interface for the agents.
• It is used in call centers to get real-time caller data, including the interaction history of customers for agents.

IVR :

• It is mainly used as a stand-alone system or can be used with another system like Automatic Call Distribution to forward calls.
• IVR uses pre-recorded voice prompts or DTMF signals, though more advanced systems can use voice recognition and AI for more human-like interaction.
• It can be integrated with databases to provide real-time data to customers.

CTI :

• It depends upon the interface between telephony and computer systems, including telephone and computer hardware/software.
• It can be connected with multiple systems, such as CRMs, e-mail systems, ticketing, etc., to enhance customer interaction.
• APIs are mainly used to communicate with telephone hardware and computer applications.

IVR and CTI systems are on the verge of using artificial intelligence (AI) and machine learning (ML) algorithms to offer more personalized experiences. While previously IVR used dial tone technology for receiving user inputs, now infused with AI, it can directly understand and respond to customers’ voices.

On the other hand, CTI is becoming more connected and device-friendly. Agents can now see customers’ interactions, such as emails, chat, and phones, using their mobile phones, giving better and more personalized service. Also, choosing cloud-based systems will help companies adapt quickly and save costs, improving overall customer service.

IVR and CTI are essential tools for delivering customer service, but they differ in how they provide service. While IVR automates interactions with self-service menu options, CTI improves agents’ performance by integrating office phone systems with their computer systems. The choice between IVR and CTI or both depends on businesses’ specific needs and how they implement customer service strategy.

Calilio provides a balance of IVR and CTI in one system that is not limited to computers supporting cell phones and tablets. Sign up today to use our customizable IVR menus, personalized messages, etc., and take a step toward providing the best customer service.

IVR and CTI can work together - IVR handles simple tasks like answering common queries and routing calls to agents, whereas CTI gives agents detailed information about the caller.

Yes, cloud-based systems are more reliable and flexible. You can access them from anywhere, making calls more manageable even if you work remotely.

If you want call automation without the need for more agent involvement, IVR is a good choice. But if you want to give agents more control over calls, go for CTI. However, you can use combinations of both to get the best system.

Interactive Voice Response (IVR) is an automated system that picks up calls and navigates customers through menu options using voice commands, whereas Computer Telephony Integration (CTI) connects phone systems with computers, giving employees call access from their screens.