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CTI

Computer Telephony Integration

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Definition

With the integration of computer and telephony (Computer Telephony Integration/CTI) or computer-assisted telephony, database contents or data from Customer Relationship Management can be linked with telephone technology. CTI makes it possible, for example, that by transmitting the call number of a caller (A subscriber), the caller is already recognised with name and address at the first ring, because their call number is stored in the database. This means that the information stored in the database can be immediately displayed on the screen of the service staff member who answers the call via the ACD system. Thanks to CTI, they do not have to call up the caller's data record when the caller gives them their name or customer number, but the employee already knows which customer they are dealing with when they take the call.

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