CTI or Computer Telephony Integration is something that has been around for many years . CTI is about integrating the telephony system with the agent computer desktop and bridging the voice and data interfaces. However, implementing CTI is not just about technology. Any contact center system must take into consideration the nuances that come along with CTI. Agent experience, proper call control, call and data transfer and, hard phone-soft phone synchronization are sample issues that need to be dealt with in a proper fashion to ensure that the system actually delivers value.

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