"Telephony interfaces" refer to the ability to connect software with telephone systems or VoIP systems to make, receive, and manage calls. Typical functions of software in the "telephony interfaces" area include:
Call control: The software allows users to make, receive, forward, and end calls.
Caller identification: The software displays caller number and information so users know who is calling.
Contact integration: The software integrates phone contacts or address books to facilitate call management.
Call logging: The software records incoming and outgoing calls and creates a log for later review.
Forwarding and redirection: The software allows users to forward or redirect calls to other individuals or departments.
Voicemail integration: The software integrates voicemail functions to receive, listen to, and manage messages.
Call monitoring and recording: The software provides the ability to monitor and record calls to improve customer service quality or conduct training.
Call analysis and reporting: The software offers analysis and reports on call activities to gain insights into team performance and efficiency.