What is CTI?
CTI stands for Computer Telephony Integration and is sometimes referred to as “computer telephony.” CTI utilizes a computer for managing telephone calls, and the term is usually used to describe the call centers digital services, such as directing a phone call to the right department.
CTI integrates a telephone system with a computer, which can be configured at two levels:
- Call Routing: This helps in identification of the caller and routing the calls to the right department. Apart from caller identification, an agent can transfer the call to agents or department that are relevant to the query, put the call on hold, or even dispose of the call.
- Desktop: Desktop integration allows the user to check data on a screen pop-up. This gives the agent a complete overview of the customer before the call gets connected.