Computer telephony

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 co-ordinated. 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.

  • CTI from Vocalcom, delivers robust call center technologies and solutions designed to create more successful customer interactions while increasing call center productivity. An all-in-one call center software that deliver all the benefits of expensive software systems without their hidden costs and long term contracts. Easy one-click integrations with Salesforce, Microsoft Dynamics, Zendesk, Desk and many other systems. No hardware, coding or downloads. Reach us on

Created by: pgaz, Last modification: Mon 26 of Oct, 2015 (08:04 UTC) by vocalcom
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