What is Computer Telephone Integration (CTI)?

CTI provides a link between the telephone system and a computer to permit communication of data and instructions. It can provide one-way communication from the switch to the computer, or two-way communication with the computer sending call handling instructions to the switch.

CTI is the functional integration of:

telephone network capabilities
voice switching
computer applications and databases
voice processing
information media
and, most importantly PEOPLE:
agents,customer service representatives
and "knowledge workers"

CTI is a tool for Enhancing Applications
by automating many key information transfer functions such as:

determining who callers are
determining why they are calling
using this data to enter and retrieve pertinent information that they need!