Computer Telephony Integration

Computer Telephony is a broad term encompassing many aspects of applying computer-based intelligence to the processing of phone calls.

From Wikipedia, computer telephony is defined as follows:

• “Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or coordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems.”

Computer Telephony Components

• • ACD – Automatic call distribution phone systems
  • Call control
  • Computer-based fax
  • Internet telephony
  • IVR – Interactive voice response
  • Predictive dialing
  • Screen Pop – Display caller information

• • TTS – Text To Speech

• Voice broadcast – Service broadcasts recorded phone messages
• Voice recognition
• Voice store & forward
• Web-enabled call-back

Computer Telephony also includes CTI software, or API’s Apps Gens and other software used to glue disparate systems together in order to achieve more intelligent handling of phone calls.

See Also

• 3CLogic CTI Cloud based CTI and CRM integration for ACD, Predictive Dialer and IVR eliminates the need for a PBX.
• Database Systems Corp. – Call Center Technology includes computer telephony products and services featuring ACD, IVR systems, IVR software, and Voice broadcasting plus the following computer telephony components:
  • ACD Systems
  • Interactive voice response
  • Text To Speech
  • Voice broadcast
• DSC IVR Software application library.
• IVR Studio from Voicent Communications
• IVR Interactive Voice Response and Voice Broadcasting technology
• Agile CRM announces VoIP integration. You can now call, receive and analyze your calls directly from Agile CRM. Agile integrates with your favorite soft and hard switches – Asterisk, FreePBX, Cisco, FreeSWITCH, Avaya and is supported by all major browsers. With fully integrated marketing automation, contact management, web analytics, 3rd party widgets & integrations and social suite, Agile is a complete sales and marketing solution for all the small and medium businesses.