CTI
Short definition
CTI (Computer Telephony Integration) connects software applications and telephone systems so they can exchange call events and control functions.
Meaning and how it works
The integration links PBX events with work applications. An incoming call may open a customer record, while a CRM button may initiate an outgoing call.
Business applications
- Business scenario:
A support agent sees the caller's account and previous enquiries as soon as the phone rings.
What to check before implementation
Compatibility depends on the PBX, CRM, APIs and number identification. Test permissions, event timing and failure handling.