Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide

This chapter provides an introduction to Computer Telephony Integration (CTI) 
and describes how CTI can enhance the value of contact center applications. This 
chapter also introduces the CTI OS product and discusses the advantages of using 
CTI OS to develop custom CTI enabled applications. 

The workflow of a modern contact center is based on two main areas: the media 
for communicating with the customer and the platform for servicing customer 
requests. 

CTI is the integration of the communications media (i.e. phone, email, or web) 
with the customer service platform (i.e. customer databases, transaction 
processing systems, or CRM (customer relationship management) software 
packages).

Integrating communications media with the customer service platform helps 
agents to service customers better and faster in two ways. First, it enables the 
agent to leverage the information and events provided by the media to direct his 
workflow. Second, it increases the depth and breadth of customer information 
presented to the agent when the customer’s contact arrives at the workstation.