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Computer telephony integration

(also CTI)

Computer telephony integration definition

Computer telephony integration (CTI) bridges computer and telephone systems, allowing them to interact and improve communication in businesses or other large enterprises.

See also: VoIP, internet telephony

How computer telephony integration works

  • Integration. CTI means connecting your telephone systems with your computer networks. It allows you to coordinate and manage phone calls through computer software. For example, when someone calls your business, CTI allows your computer to display the caller's information before you answer.
  • Data synchronization. When a call comes in, the CTI system can automatically cross-reference the caller's phone number with a database. The system can then find and display relevant information, like past interactions, preferences, or order history, and display it on the screen of the employee handling the call.
  • Call management. CTI provides a range of call management features, like the ability to answer, hang up, or transfer calls directly from the computer, often with a single click. It can also include more advanced features like call routing, where calls are automatically directed to the appropriate department or individual based on pre-defined rules.
  • Automation. Outbound calls can be made directly from the computer simply by clicking a contact's phone number within a database. The system can also automatically log calls, keeping track of who called, the duration of the call, and any relevant notes from the conversation.