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What Is a Computer Telephony Integration (CTI)?

Contact Center Glossary > Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI) Definition | TLDR

Computer telephony integration (CTI) is technology that enables communication between computers and telephone systems, allowing for features such as screen pops, call routing based on customer data, and call logging.

Computer Telephony Integration (CTI) Meaning

Computer Telephony Integration (CTI) refers to the technology that enables computers to interact with telephone systems, allowing for seamless integration of voice and data communication. CTI systems typically work by linking a computer system, such as a customer relationship management (CRM) platform or helpdesk software, with a telephone network or private branch exchange (PBX). Through CTI, users can initiate, receive, and manage telephone calls directly from their computer interface, enhancing efficiency and productivity in various business environments.

How Does Computer Telephony Integration (CTI) Enhance Communication and Efficiency in a Business Environment?

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Computer Telephony Integration (CTI) refers to the technology that enables computers to interact with telephone systems, allowing for seamless integration of voice and data communication. CTI systems typically work by linking a computer system, such as a customer relationship management (CRM) platform or helpdesk software, with a telephone network or private branch exchange (PBX). Through CTI, users can initiate, receive, and manage telephone calls directly from their computer interface, enhancing efficiency and productivity in various business environments.

Another key aspect of CTI is its ability to enable integration between telephony systems and other software applications. By integrating with CRM systems, helpdesk software, or other business applications, CTI enhances data synchronization and workflow automation. For instance, when a call is received, CTI can automatically log relevant information into the CRM system, create support tickets, or trigger specific actions based on predefined rules. This integration streamlines communication processes, reduces manual effort, and fosters a more cohesive approach to customer relationship management and business operations overall.

FAQs

Yes, CTI enables the integration of telephone systems with computer systems, allowing for seamless communication and data exchange between the two.

Yes, CTI can retrieve caller information from databases automatically when a call comes in, enhancing customer service by providing agents with relevant information in real-time.

Yes, CTI systems can automate call routing based on various criteria such as caller identity, IVR selections, and agent availability, optimizing the efficiency of call handling processes.

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