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Computer Telephony Integration (CTI)

Computer telephony integration, also called computer-telephone integration or CTI, is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems.

The following functions can be implemented using CTI:

• Call information display (caller's number (ANI), number dialed (DNIS), and Screen population on answer, with or without using calling line data
• Automatic dialing and computer controlled dialing (fast dial, preview, and predictive dial.)
• Phone control. (answer, hang up, hold, conference, etc.)
• Coordinated phone and data transfers between two parties (ie pass on the Screen pop with the call)
• 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.