What is Contact Center CTI?

Computer telephony integration (CTI) is a technology that connects a contact center's phone system with computer systems and integrates with third-party applications for data exchange. It removes the need for physical phones and allows agents to manage calls directly from their computers.

Contact center CTI incorporates phone controls into the agent's computer interface and integrates with Customer Relationship Management (CRM) systems and databases. With CTI, agents do not need to switch between different applications to manage calls and access customer information. It can immediately show caller details on the agent's screen and log call information in the CRM system.

Computer telephony integration uses Voice over Internet Protocol (VoIP) technology to transform calls into digital data that can be sent over the internet instead of relying on standard phone lines. CTI also uses Automatic Call Distributors (ACD) and Interactive Voice Response (IVR) to route calls to the most appropriate agents. This technology helps call centers standardize call handling, increase agent productivity, and improve customer satisfaction.