Understanding Computer Telephony Integration

Computer Telephony Integration (CTI) is a technology that integrates computer software and telecommunication systems seamlessly. It connects a phone system to a computer, enabling users to manage phone functions directly from their desktop.

With CTI, customer calls that come into the service center are routed through a CTI system and sent to an available agent. The CTI provider facilitates this process by identifying callers, providing access to customer details, and offering call control features directly from the agent's desktop. Call controls include incoming call notifications, call control options during a call (such as hold or mute), and the ability to obtain a text transcript of the call, if supported by the CTI vendor.

This image illustrates a basic flow where a call to the utility is routed via the CTI vendor and handled by an agent. The CTI provider identifies the caller, enables the agent to view customer details, and enables the agent to mute the call, put the call on hold, or transfer the call.