Computer Telephony Integration (CTI)

Computer Telephony Integration is technology that  integrates or co-ordinates interactions  between a telephone and a computer. Now CTI has expanded to include the integration of all customer contact channels  like voice, email, web, fax, etc with computer systems.The integration of telephone software and computer systems is a major development in the evolution of the automated office.

            CTI concepts  have been used in the past in large telephone networks, but only dedicated call centres could justify the costs of installation of the required equipment .

            Automatic Number Identification and Dialed Number Identification Service are offered by many primary telephone service providers.These services are valuable to the business or residential telephones. Low cost computer telephony links are being developed forming a new generation of applications called as middleware.