What Is CTI

CTI, known as Computer-Telephony Integration or Computer-Telephone Integration, basically means what its name suggests. Perhaps the most common use is in the world of call centers whereby computerized systems are used to direct and handle incoming and outgoing phone calls. It seems most organizations hire minimal staff to man their phone lines as the bulk of the work is handled by the computer system. Upon receiving an incoming call, the system kicks in whereby the caller is requested to punch in a selection of numbers for various services or the intended department to be connected to. If need be, interactive voice response can be included to respond to the caller's voice instruction. Only when the caller resorts to dialing the number for operator assistance does the staff manually entertain the call.

Other than handling voice calls, the CTI is programmable to manage incoming data calls which are normally fax messages. Instead of sending these messages to the fax machines, they are routed to the appropriate recipients' inbox in their email accounts or pigeonholes managed by this application. This ensures faxes are securely handled with no wastage in printing. Voice messages are also conveniently sent to the recipients in similar fashion.

This system is able to keep track of a database of numbers belonging to staff, customers, suppliers and other parties concerned. As such, it's much easier to retrieve and dial a number as compared to having numbers tucked away in someone's personal address book. When conducting a mass calling campaign, a list of relevant numbers can be easily retrieved and pass to the call center staff. Callers can also be easily authenticated by comparing against the database. Their numbers can be displayed on screen to prompt the recipient before answering the call.

Voice conferences can be handled by these computer-telephony integration systems as they allow multiple parties to dial into a specific number. By adding web cameras at the various parties' site, video conferences can be conducted without any hassles.Links:
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