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Term:
Computer Telephony Integration   CTI

Definition:

CTI or computer telephony integration is the linking of computing systems with telephone systems. The caller is connected via telephone companies to a customer ACD-PBX. The ACD-PBX passes the telephone number to the computer system. There are many different protocols and interfaces depending such as ethernet, TCP/IP or proprietary (closed) link. The caller and the computer database information is delivered to the call center agent in what is called a screen pop.



Reference to:
Cavitation Technologies Files Additional International Patents - Global Protection for Its Advanced Nano Cavitation Technology
11/20/2009

Colorado Utility Improves Customer Service with Qwest Call Center Technology
11/19/2009

ClickFox Signs Contract with International Wireless Provider
11/19/2009

inContact CTI Adapter Now Available on the Salesforce.com AppExchange
11/19/2009

Saveology.com® Presenting on Target Complex Integrations in Your Contact Center at Dreamforce 2009
11/19/2009




Source:

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