Health is wealthComputer telephony integration
Computer telephony integration (CTI) means coordinating a computer with a telephone system, and using the computer (perhaps even a desktop machine) to perform the call control functions usually associated with a PBX or Key System. Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems. So the computer can answer calls, play recorded messages, re-route calls, recognize incoming callers (using caller ID or similar services) and bring up screens showing callers' accounts, order status or any other information in the database. Then the operator (customer service representative, order taker) can converse with the customer and have all pertinent details at his or her fingertips. Telephone control from the desktop PC includes answering calls or hanging up, transferring, forwarding, conferencing, or placing calls on hold. Integrated telephone and PC features will insure that users always know who is calling, even when they are already on the phone, because all calls show up on their PC screen. Conference calls will be a simple matter of dragging the icons representing different callers on a PC screen onto an existing call icon.
