The brief of CTI

CTI is short for Computer Telephony Integration which is a particular technology that allows the telephone and the computer to be coordinated to interact together. In other words, you can use a computer to deal with telephone calls. When it is used in a call center with a large scale, you can use it to send calls to the right department. When it is used with a small scale, you can use your desk-top computer at home to make phone calls.

With CTI, you are allowed to control your telephone pbx system. After you use this kind of technology, information can be displayed over the computer by the telephone system. And it enables computers and telephone systems to interact with each other to improve productivity and facilitate information dissemination particularly in the telemarketing area. It makes calling easier between the marketers and the call receivers.

As a result, you can use CTI to carry out a series of functions as follows. It displays caller ID, number called, and screen population when the call is answered. It displays a collection of data over the computer on the basis of the call. It allows for automatic dialing, computer controlled dialing, fast dialing and predictive dialing which automatically dials a lot of telephone numbers for a group of people you want to interact with. With the development of technology, CTI is changing and the functions it provides is changing, too. In the recent years, it has developed some new applications, including instant messaging, which allows you to send messages to someone who is already on the other end of the phone line. It also allows you to forward the call from the office extension directly to a mobile phone or other phone number without the need to make a call again.