Computer telephony overview
Written by on March 2nd, 2009
Over the past few years, there has been much discourse of the pros and cons of a new set of technologies involving the integration of the computer and the telephone, referred to as CTI (for computer telephony integration, frequently shortened to computer telephony). Computer telephony was developed specifically to integrate these two technologies to enable more effective and productive communication between companies and their customers. CTI is best viewed as a loose but complicated amalgamation of interlocking technologies-not one piece of hardware or software, but a method of combining the two streams of information-voice and data-through open, standards-based systems.
As the aggregated technologies matured, CTI found many applications in the business world; however, one of its most significant contributions is to call center operation. When well implemented, it can dramatically improve the way a company interacts with its customers, the fundamental purpose for implementing a call center. Computer telephony overcomes the traditional limitations of either of the component technologies and brings them together in a way that improves them both, by bringing more information to both parties in a communication environment.
Tags: call center