In recent years, digital transformation has become a critical focus for businesses. Success is measured not just by adoption of the latest technologies, but by how well those systems are integrated to eliminate internal information silos. Without a well-planned strategy, companies often struggle with inefficient workflows, scattered tools and the resulting negative impacts on team management and employee morale.
By integrating systems, businesses can connect previously separate platforms, improving internal operations and delivering a better customer experience. The remainder of this article will explore how system integration (SI) and computer telephony integration (CTI) can create real value for businesses, especially when combined with cloud integration.
What are SI and CTI system integrations?
SI
System integration (SI) refers to the process of connecting different software and hardware systems through information technology to operate on a unified platform. This enables data sharing and smoother workflows. An example of SI is when a business connects systems like ERP, CRM, and payment platforms to allow data to be processed automatically. This helps reduce human error and saves time by avoiding duplicate work.
CTI
Computer telephony integration (CTI) is a technology that connects telephone systems —usually involving PBX hardware — with computers. The main goal is to help customer service teams access important information directly from their computers, improving service efficiency. For instance, CTI can identify incoming call numbers and instantly display customer details, transaction history, and call records to shorten wait times. Features like ACD, IVR, call recording (internal and external), and data analytics also help improve communication and service quality.
Why is cloud system integration better than CTI? Three key benefits you should know
In the past, CTI systems often required custom integration with a company’s hardware or internal platforms. Each project could cost hundreds of thousands or even millions in New Taiwan Dollars (NTD), and development might take six months to a year.
However, with the rise of cloud-based SaaS solutions, integration has become much easier and more flexible. Compared to traditional CTI, cloud system integration not only removes many limitations but also offers three major benefits.
Seamless omnichannel communication
Cloud integration connects not only phones and computers, but also other channels like social media and web calls. With everything on a single platform, agents can easily switch between channels and provide fast, consistent service that greatly improves the customer experience.
Lower operating costs
Unlike CTI systems that often require a large upfront investment, cloud-based integration uses a flexible subscription model. Companies don't need to purchase expensive hardware, and maintenance and updates are handled by the cloud provider. This significantly reduces IT expenses and labor costs.
Scalable for future growth
Trying to integrate a CTI system with modern cloud-based tools like CRM or ERP is like putting manual windows in an electric car — they just doesn’t work well together. Cloud platforms, on the other hand, are designed to scale easily with business needs. This flexibility supports long-term growth and makes it easier for companies to stay agile.
Cloud system integration goes beyond simply linking phones and computers. It enables true digital transformation and has become the top choice for modern customer service management.
EVOX integration case studies
Tamkang University: Integrating Teams to support ESG and campus development
Tamkang University uses Microsoft Teams as a core communication channel to build a smart campus. Because its faculty and staff work in various environments, the university needed a flexible integration between Teams and EVOX. With this setup, teachers can make and receive calls using the Teams mobile app, while office staff use desktop IP phones. Contract workers without Teams accounts can use EVOX’s mobile extension. Since EVOX runs on AWS, it helps the university cut down on hardware and electricity costs from traditional PBX systems. This also reduces carbon emissions by 90%, supporting the university’s ESG and sustainability goals.
Global top 500 enterprise: CRM integration enhances service experience
A leading global food company replaced its outdated CTI system by integrating EVOX with its CRM. This upgrade empowered their customer service team with digital tools and enabled efficient remote work. Agents can now make outbound calls directly from the CRM using the company’s main number, while logging call details directly in the customer profile. When a customer calls in, the CRM automatically brings up their profile, improving both employee productivity and customer satisfaction.
Trusted by many: Whoscall integration for fraud prevention and better call pickup rates
With spam and scam calls on the rise, EVOX works with Whoscall to protect businesses and maintain brand reputation. The caller ID feature automatically identifies incoming callers, and verified business numbers reduce the chances of calls being ignored. Companies can also customize call handling, such as blocking blacklisted numbers or playing a pre-recorded message. These features increase trust in phone communications and help prevent lost business from unanswered calls.
EVOX: Your top choice for system integration
With powerful integration capabilities and strong technical expertise, EVOX is the ideal partner for modern businesses pursuing digital transformation. Whether you're improving internal communication, upgrading customer service, or protecting your brand reputation, EVOX helps boost competitiveness and lays a solid foundation for future growth.
