Computer-telephony integration: What it is and how to use it

Computer-telephony integration (CTI) systems are becoming increasingly more prevalent and powerful in business today. They provide sophisticated call center environments with expanded capabilities. Here is a look at popular CTI applications, missed opportunities, potential trouble spots and operating performance and cybernetics considerations.

CTI 101

In its simplest form, computer-telephony integration (CTI) is the ability to pass data from a telephone network and PBX/ACD system as received from an integrated services digital network (ISDN) to a database/computer processor for the purpose of retrieving appropriate customer information and correctly connecting a telephone call. Conversely, CTI can enable teleservices organizations with outbound functionality to better control outdials, including predictive dialing, in a shorter period of time and without potential errors by agents. To accomplish the interconnectivity between these two technologies, voice and data, programming interfaces have been developed to ensure the appropriate communication.