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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:
Sitel Launches eTraining Solution for Home-Based Agents
2/8/2010

VoIP In The Americas - Opportunities & Challenges
2/6/2010

Intelligent Automation: The Rise Of Personalized IVR In Customer Self-Service Outlines The Products And Services That Typically Constitute Personalized IVR
2/4/2010

Promero Wins Best Contact Center Solution Award at ITEXPO East 2010
2/2/2010

Aidex Recovery Group Manages Compliance with CT Impact
2/1/2010




Source:

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