- Computer Telephony Integration
- (CTI), technology that enables cooperation and coordination between computer applications and the telephone network. Can be used for many different applications including Call Center support, Interactive Voice Response, voice mail, fax automation (in and out), e-mail, etc. and to coordinate applications such as capturing caller telephone number (via ANI, account number (via IVR) and presenting the voice call and the application information to the customer service agent.
|