CTI Services Key Terms

Learn the key terms for computer telephony integration (CTI) services
By Emmet McMahan CTI services refer to the interaction of computers and telephones, such as screen population applications. Data from telephone systems is used to retrieve information from a database, which then populates a screen in a customer service application. This allows the customer service representative to access a customer's information before speaking with him or her. The definition of CTI also includes the integration of computers with additional customer contact channels, such as email, fax and the Internet.
 

Automatic Number Identification (ANI)

Automatic Number Identification (ANI) refers to the ability to identify the telephone number of an incoming call. In the context of CTI services, ANI refers to the capability of an application to display this number on the computer screen.
Try: Database Systems Corp. provides an extensive library of CTI terms, such as ANI.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is a CTI service that allows a user to access a database with a telephone. The user may input information with their voice by using speech recognition technology or by manually pressing keys on a touch-tone telephone.
Try: Talking Technology International offers a glossary of terms related to CTI services, including IVR.

Predictive dialer

A predictive dialer automatically places outbound calls before a customer service representative is available to handle the call. This type of CTI service uses statistical modeling to predict when the call will be answered in order to increase agent productivity.
Try: IAT provides a description of a predictive dialer and the features it offers.

Automatic Call Distributor (ACD)

An Automatic Call Distributor (ACD) is an automated system that distributes incoming calls to a group of customer service representatives. It is a common part of a CTI system.
Try: PCMag offers a more detailed description of ACD, including possible implementations.

Click-to-call

A click-to-call CTI function allows a customer service agent to make a call by clicking a button with their mouse. This function provides greater speed and accuracy when making a call.
Try: Connections Magazine provides a discussion on the use of CTI in call centers, including a description of click-to-call functions.

Call forcing

In a CTI context, call forcing delivers a call to an available agent. It typically notifies the agent of the incoming call by providing a beep tone. Call forcing is a standard feature for most ACDs.
Try: AnswerConnect has more information about call forcing.