Which of the following is NOT a benefit of CTI?

The functionality of Computer Telephony Integration (CTI) provides various benefits that enhance customer service and streamline communication processes in organizations. Among the various capabilities offered by CTI, screen pops, automatic call logging, and click-to-dial are well-established features that directly improve efficiency and user experience.

Screen pops allow agents to have immediate access to relevant customer information the moment a call is received, thereby reducing the time spent searching for data and enabling quicker, more personalized service. Automatic call logging helps in automatically recording call details into the CRM system, saving time for agents and ensuring accurate records, which is essential for tracking interactions and performance metrics. Click-to-dial simplifies the process of making calls by allowing users to connect calls directly from contact records with a single click, enhancing the workflow and minimizing the chance of error in dialing numbers.

On the other hand, while instant message notifications can be an important communication tool, they are not a core benefit specifically tied to CTI capabilities. CTI primarily focuses on the integration of telephony systems with computer systems, aiming to improve the efficiency and effectiveness of phone interactions. Notifications about instant messaging may involve different tools and does not directly relate to the main purposes of CTI, reflecting that it is not a primary benefit of the