Computer Telephony Integration
Computer telephony integration (CTI) enables access to computer-processing functions while making, receiving, and managing telephone calls. CTI applications allow users to perform tasks such as retrieving customer information from a database provided by the caller ID. CTI applications also enable users to use the information captured by an interactive voice response (IVR) system to route a call to an appropriate customer service representative or to provide information to the individual receiving the call.
The following is a partial list of Cisco CTI applications:
Cisco IP SoftPhone— Cisco IP SoftPhone, a desktop application, turns your computer into a full-feature telephone with the added advantages of call tracking, ...
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