Computer telephone integration (CTI) links telephone and call centre equipment with computer technology. It allows computers to control telephone functions and allows call centre staff to draw on databases connected to the telephone system.
CTI can provide automatic caller identification, automatic voice responses and ‘screen pops’. Screen pops are customer records (drawn from a customer database) that appear on screen while taking a call.
CTI can save valuable time and is a useful support for people with physical disability who are unable to access linked information quickly using a mouse or keyboard, or from a hard copy file or document. It may also support people with intellectual disability or learning difficulty as the information is presented without the need to search for it.