CTI (computer-telephony integration), or sometimes simply “computer telephony,” is the use of computers to manage telephone calls. Computer Telephony Integration (CTI) integrates the telecom system, the IT Infrastructure, and software applications with customer data. CTI applications help to authenticate callers, provide IVR (interactive voice response) to callers, match the caller’s details with the existing database and to process the call (i.e. forward it to the appropriate person), to collect & display pending calls or messages, and outbound calling for telemarketing etc InterDialog CTI, a component of InterDialog Unified Contact Center Solution, is an enterprise-level CTI engine that can deliver some exciting new possibilities to your contact center. It functions as a single point of contact between customer access channels (IP PBX, IVR, Dialer) and business applications. InterDialog CTI helps you to tap the power of customer database extensively.
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