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Computer telephony integration (CTI) is a set of technologies for integrating and managing computers and telephone systems. In other words, it is the use of computers to manage telephone calls. CTI also commonly describes the computerized services of call centers, including those directing phone calls to the appropriate department. It also involves using the personal computer (PC) to initiate and manage phone calls.
Techopedia Explains Computer Telephony Integration
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.
