Telephony Solutions: What is CTI?

Computer Telephony Integration (CTI) involves seamlessly integrating your telephone hardware, computers, and your companies software applications.

CTI solutions allow real-time caller identification and qualification which is accomplished typically by ANI (the number from which the call originated) or DNIS (the number being called). In cases where these features are not available, an Interactive Voice Response (IVR) System may be used to identify the caller by having them enter a customer number, social security number, etc.

The ability of being able to qualify callers not only enables companies to react more quickly, efficiently, and cost-effectively, it also allows them to provide the same kind of personal touch that used to exist when a customer would walk into a bank and be recognized by their usual teller.