Computer-Telephony Integration (CTI)

Computer-Telephony Integration (CTI)

CTI (Computer-Telephony Integration), or sometimes simply "computer telephony," is the use of computers to manage telephone calls. The term is used in describing the computerized services of call centers, such as those that direct your phone call to the right department at a business you're calling. It's also sometimes used to describe the ability to use your personal computer to initiate and manage phone calls.

Common functions provided by a CTI:

  • Authenticate callers. Using one of several standard methods, the telephone.
  • Call information display (caller's number (ANI), number dialed (DNIS), and Screen population on answer, with or without using calling line data.
  • Recognize a voice, either for authentication or for message forwarding.
  • Provide interactive voice response (IVR) to callers.
  • Automatic dialing and computer controlled dialing (fast dial, preview, and predictive dial.)
  • Phone control (answer, hang up, hold, conference, etc.)
  • Receive fax messages and route them to appropriate fax machines
  • Coordinated phone and data transfers between two parties.
  • Call center phone control. (logging on; after-call work notification)
  • Advanced functions such as call routing, reporting functions, automation of desktop activities, and multi-channel blending of phone, e-mail, and web requests
  • Agent state control (for example, after-call work for a set duration, then automatic change to the ready state)
  • Call control for Quality Monitoring/call recording software.
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