CTI : Computer Telephony Integration

CTI computer is the Computer Telephony Integration of your phone to your computer applications.

Servers to terminals, the integration between telephony and computing is booming. IP telephony, unified messaging mutation and the emergence of Web Services are the main factors behind this acceleration.

Most projects of integration between telephony and computer concerns, in essence, the customer relationship management / help desk (service delivery that supports the user assistance) in call centers.

The most common feature is the rise of record (the caller's number is recognized and his record appears). But there are many others - transfer calls with follow-up record, automated outbound calls, routing according to agent skills, interactive voice server connected to a database or even supervision and monitoring of activity center.

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What is the Computer Telephony?

The Computer Telephony Integration (CTI) is a set of techniques for the implementation of applications based on interworking of applications and computer telephony applications.

This device connects a call center inside or outside the computer system of a company, provides companies with the opportunity to use resources information system and Internet, to improve service to customers the productivity of a call center.

This is made possible by automating certain tasks and the ability to create extensive customization of client relationships through information provided by this system.

It makes possible the simultaneous display on the screen tele-operator data (customer record and transcript of the interview) and the presentation of the call on his telephone.