"CTI" stands for "Computer Telephony Integration" and refers to the integration of telecommunication systems with computer systems. This integration enables the use of telephony functionalities directly within computer applications and vice versa.
Typical functions of software in the "CTI" domain include:
Call control: The software allows users to initiate, answer, transfer, or end phone calls from a computer.
Call identification: The software displays information about the caller, such as name, number, and reason for calling, before the call is answered.
Call log: The software maintains a log of incoming, outgoing, and missed calls to provide users with a history of their call activity.
Automatic call distribution (ACD): The software automatically distributes incoming calls to available agents based on predefined rules or algorithms.
Call recording: The software allows for the recording of phone calls for later retrieval to support quality assurance, training, or compliance.
Customer information retrieval: The software integrates with CRM systems to automatically retrieve customer information when calls come in and present it to the agent.
Click-to-dial: The software enables users to dial phone numbers directly from computer applications by clicking on a button.
Real-time call monitoring: The software provides features for monitoring calls in real-time to analyze agent performance and improve service quality.
Integration with other enterprise applications: The software seamlessly integrates with other enterprise applications such as CRM, helpdesk, or ticketing systems to enable holistic customer service.
