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What is Computer Telephony Integration (CTI)?

by Community Manager on ‎25-07-2014 10:48 AM

CTI allows routing decisions to be made for each customer contact and extraction of information which is likely to assist an agent in call processing. 


For example, an IVR could be used to request caller information such as customer ID and enquiry type. The service then delivers the caller's account details, enquiry type and contact history information to the LAN/WAN for presentation to the appropriate agent's desktop, simultaneously with delivery of the call to their handset. 


Advanced CTI also provides interaction with Internet capabilities to facilitate contact between the caller and the agent.