Glossary
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Glossary Computer Telephony Integration
Computer Telephony Integration (CTI)
Computer Telephony Integration involves the practice of integrating telephony functions with computers. This allows for faster handling of calls, due to being able to link with the company?s database. The agents are equipped with screen pops that can display information regarding a client?s account. This saves a great deal of time, since the operator does not have to retrieve the information manually.
AnswerConnect uses Computer Telephony Integration (CTI) as it?s primary call handling method. When calls arrive to our call center, information regarding your account is instantly sent to our agent?s screens for rapid retrieval of information and delivery of messages.