What is Computer Telephony Integration?

What is Computer Telephony Integration?

What is Computer Telephony Integration?

Computer telephony integration or as it is more commonly known CTI, is the name given to a telephone system which allows for all methods of business to customer communications to be connected with a computer. Nowadays, this term would be used to include everything form voice calls to email and fax. In fact, it could be used to describe any form of communication with a customer, which is possible to combine with a computer. The computer is put in control of all the functions of the telephone but has the added benefit of being able to receive emails, faxes, pages as well as voice calls.

Hi-tech business telephone systems would use CTI to act as a type of call centre allowing the user to control processes such as call recording, call logging, put calls on hold and transfer calls. These systems are incredibly useful to businesses with a relatively high incoming call rate. Using a CTI system helps the user to deal with the call quickly and efficiently in order to increase productivity of the staff. Therefore, by installing one of these systems, businesses save significant amounts of time and money when dealing directly with their customers. It also allows the business to improve their customer service in communications.

There are two main types of computer telephony integration systems; first-party call control and third party call control. First-party call control is used to control one telephone via a computer. It requires either a telephone plugged directly into a computer or via a modem card or equivalent. From here, all of the phones functions can be controlled through the computer. However, this type of call control would not be suitable for large-scale call centres or businesses with high call rates. Third-party call control is ideal for larger businesses and call centres and requires some form of interface between the telephone systems and computers controlling them. All phones and all computers within the network are connected remotely and therefore from any workstation, any phone can be controlled. The phone does not necessarily have to be directly connected to the computer in order for its functions to be controlled. This is the type of CTI system you would find in call centres.

If you are looking to install a CTI third party call control system, it is best to contact a professional telephony service to implement the right tools for it to work correctly. Setting up the interface and connecting all devices can be very difficult.

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