| Computer Telephony Integration or CTI is a technology | | | | computer, or a phone directly connected into the |
| that allows a telephone and a computer to work | | | | computer. The phone connected to the computer is |
| coordinately. CTI includes integration of all customer | | | | controlled through direct commands send to it by the |
| contact channels, viz. voice, email, web, fax, and many | | | | computer. The computer is the sole controller of the |
| more. Some common features implementing CTI are: | | | | phone and its functions. First-party call control is the |
| - Call information display (caller's number (ANI), number | | | | easiest form of CTI to implement but may not be |
| dialed (DNIS), and Screen population on answer, with or | | | | well-suited for large scaled networks and organizations |
| without using calling line data | | | | such as call centers. |
| - Automatic dialing and computer controlled dialing (fast | | | | Third-party call control is the more intricate |
| dial, preview, and predictive dial) | | | | implementation of CTI as it requires a dedicated |
| - Phone control (answer, hang up, hold, conference, | | | | telephony server to interface between the telephone |
| etc.) | | | | network and the computer network as done in the call |
| - Coordinated phone and data transfers between two | | | | centers. The telephony server is the central controller |
| parties (i.e. pass on the Screen-Pop with the call) | | | | in the whole network. The user sends commands |
| - Call center phone control. (logging on; after-call work | | | | from his computer to this telephone server and in turn |
| notification) | | | | the server controls the telephone system centrally. So |
| - Advanced functions such as call routing, reporting | | | | actually there is no direct contact of the computer and |
| functions, automation of desktop activities, and | | | | the telephone, all control is help by an external third |
| multi-channel blending of phone, e-mail, and web | | | | party, i.e. the telephony server. This implementation |
| requests | | | | allows any computer on the network to control any |
| - Agent state control (for example, after-call work for | | | | telephone connected to the system server. |
| a set duration, then automatic change to the ready | | | | CTI solutions help companies to maintain their CRM |
| state) | | | | systems efficiently and effectively. CTI allows data |
| - Call control for Quality Monitoring/call recording | | | | collected from the telephone systems to be used as |
| software | | | | input data to query databases with customer |
| CTI can be implemented in two forms – i) | | | | information and populate that data instantaneously in |
| First-party call control, and ii) Third-party call control. | | | | the customer service representative screen. The net |
| First-party call control operates as if there is a direct | | | | effect is the agent already has the required screen on |
| connection between the user's computer and the | | | | his/her terminal before speaking with the customer. |
| telephone set, just like a modem card in a desktop | | | | |