Computer Telephony Integration (CTI) is a method of connecting your telephone system to your database.
Most commonly this will allow you to pop the caller’s details up on to the agent’s screen when the call connects (also known as a ‘screen pop’).
CTI can also be used for a variety of applications, such as call routing.
Despite huge business advantages, it often requires quite complex integration, and its deployment has subsequently been limited.
Author: Robyn Coppell
Published On: 3rd Feb 2023
Read more about - Definitions
