What is Computer Telephony Integration (CTI)?

Computer Telephony Integration (CTI) is the technology that allows telephones and computers to communicate in applications such as automated call routing, unified messaging and videoconferencing. CTI makes call handling more efficient and gives simple desktop computers the ability to combine sight, sound, text, animation, video and graphics.

When CTI first came about, it was expensive. Because of this, its use was mainly limited to contact centers that had the kind of complex processes that could justify the high cost. Today, CTI has become a much more affordable solution for improving employees’ productivity and enhancing customer service.

This white paper will explore the following:

• The history of CTI
• How the technology has evolved
• Cost savings and benefits
• Practical applications