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What is Computer Telephony Integration?

Module by: Lekulana Kolobe

Summary: This module briefly introduces computer telephone integration and ts applications.

Computer Telephone Integration (CTI) is defined as the technology that combines computer networks, telephone networks and their applications so as to provide computer enhanced services from the telephone network. CTI technology is mainly applied in call centres to manage and control calls and route them to on-duty agents.

Examples:

Voice mail access from a computer and Customer identification by caller ids

References

Definitions of CTI on the Web. Accessed on 9-02-2006 at http:// www.convergentnet.com/glossary.html

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