CTI (Computer Telephony Integration) is the technology that links telephony systems with computer applications, allowing seamless communication between voice systems and business software. In VoIP systems, CTI allows customer service agents to access customer data, call history, and relevant information automatically when a call is received. This streamlines call handling and improves response time, leading to better customer experiences. CTI also enables features like click-to-dial, screen pops, and automatic call logging, which enhance agent efficiency.
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