Computer Telephony Integration – CTI for short – refers to computer-assisted telephony, i.e. the combination of telecommunication and information technology.
A connection between the telephone system and the IT makes it possible to accept and to end calls over the computer as well as for instance to call directly a contact stored in an e-mail program or a CRM system. An automatic caller identification can be used to display the appropriate data record from a database with customer data on a screen.
The forwarding of calls as well as the setting up of conference calls are both possible.