Computer telephony integration, or CTI, is technology that connects phones to computers and allows them to interact.
CTI includes basics like putting callers on hold and into a queue for the next available agent. The automated menu that directs incoming calls to the right department, and interactive voice response systems (IVR) are also forms of CTI.
For agents, CTI puts data and call controls at their fingertips. It creates a link between the caller and information already in the customer relationship management (CRM) system, so they can be more efficient and provide better service.