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Call Center Services » Call Center Technology » CTI Software

CTI Software

Computer Telephony Integration (CTI) is the advanced technology that serves as the focal point of the working of modern call centers. It integrates the organization's computer and telephone systems and the facilitates effective applications to make every phone call, inbound and outbound.

The Concept

Although the most widely-known CTI application is screen population or screen pop, CTI is also used by other call center applications including:

The CTI software is a rich set of phone software library routines that enable the application programs to control the phone system. It helps increase employee productivity, enhance customer service and reduce costs by combining the capabilities of phone system with the custom functionality of Windows, Unix or Web applications. Data collected by the phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to the PC, Unix or Web applications through the phone software.

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