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What Is Computer Telephony Integration (CTI)?

There is notebook with the word Computer Telephony Integration

Published On: 3rd Feb 2023 07:00

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.

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Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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What Is Computer Telephony Integration (CTI)?

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