Computer Telephony Integration (CTI)
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Techopedia Explains Computer Telephony Integration (CTI)
The many functionalities of CTI include: Caller Authentication: The number of telephone callers can be screened and compared against a database using several standard methods. Voice Recognition: This is used for authentication or message forwarding.Call Processing: This involves determining the method of call processing using live, recorded voice or touch tone entered input.Interactivity: It provides an interactive response to callers.Managing Voice and Video ConferencingCustomer Data: It matches the number of callers with customer records and displays it for reference when talking to callers.Fax Management: It allows fax message receptions and routing to suitable fax machines. CTI also can manage many other customer call and customer interaction records for sales, marketing and telemarketing purposes.Advertisement
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