| CTI, known as Computer-Telephony Integration or | | | | pigeonholes managed by this application. This ensures |
| Computer-Telephone Integration, basically means what | | | | faxes are securely handled with no wastage in printing. |
| its name suggests. Perhaps the most common use is | | | | Voice messages are also conveniently sent to the |
| in the world of call centers whereby computerized | | | | recipients in similar fashion. |
| systems are used to direct and handle incoming and | | | | This system is able to keep track of a database of |
| outgoing phone calls. It seems most organizations hire | | | | numbers belonging to staff, customers, suppliers and |
| minimal staff to man their phone lines as the bulk of | | | | other parties concerned. As such, it's much easier to |
| the work is handled by the computer system. Upon | | | | retrieve and dial a number as compared to having |
| receiving an incoming call, the system kicks in whereby | | | | numbers tucked away in someone's personal address |
| the caller is requested to punch in a selection of | | | | book. When conducting a mass calling campaign, a list |
| numbers for various services or the intended | | | | of relevant numbers can be easily retrieved and pass |
| department to be connected to. If need be, interactive | | | | to the call center staff. Callers can also be easily |
| voice response can be included to respond to the | | | | authenticated by comparing against the database. |
| caller's voice instruction. Only when the caller resorts to | | | | Their numbers can be displayed on screen to prompt |
| dialing the number for operator assistance does the | | | | the recipient before answering the call. |
| staff manually entertain the call. | | | | Voice conferences can be handled by these |
| Other than handling voice calls, the CTI is | | | | computer-telephony integration systems as they allow |
| programmable to manage incoming data calls which | | | | multiple parties to dial into a specific number. By adding |
| are normally fax messages. Instead of sending these | | | | web cameras at the various parties' site, video |
| messages to the fax machines, they are routed to the | | | | conferences can be conducted without any hassles. |
| appropriate recipients' inbox in their email accounts or | | | | |