Computer Telephony Integration

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Computer telephony integration, also called computer-telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated.

The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing.

The origins of CTI can be found in simple screen population technology.

This allows data collected from the telephone systems to be used as input data to query databases with customer information and populate that data instantaneously in the customer service representative screen.

The net effect is the agent already has the required screen on his/her terminal before speaking with the customer.