CTI (Computer Telephony Integration) is the marriage between computer and telephone through synchronisation of the voice and data elements of a contact. The ability to effectively manage and use data is essential to improving the productivity and efficiency of interactions and reduces call centre agent transaction time.

Voicemail gives you all the features of an answering machine with the added convenience of checking your messages remotely, usually by calling in to a special phone number and sometimes also by logging on to a website. And unlike an answering machine, Voicemail takes a message when you're on another call and/or choose not to answer call waiting.

Perhaps the most talked about feature of CTI is "Screen Popping". This is where customer's details are "popped" onto the screen as a call is made or received. Depending on the customer, or the telephone number they rang, different parts of a customer's record can be displayed. For example, the order processing department can see the client contact details; the accounts department the customer's balance, and despatch the delivery details for the customer's pending order.