Computer telephony integration connects a PBX or telecom switch to computer systems. It allows software to control call routing, trigger screen pops with caller information, and manage automatic dialers. Call centers rely on this technology to bridge their voice infrastructure with customer relationship databases, making agents more efficient.
Heard on the job
The new CRM rollout is failing because the CTI link keeps dropping the agent screen pops.
Insider tip
CTI traditionally referred to physical servers linking on-premise PBX hardware to local networks, though cloud-based APIs now handle the exact same functions.
Also heard as
- Computer Telephony Integration