Computer Telephony Integration (CTI) describes the linking of telephone systems with IT applications to make communication in the company more efficient, faster and customer-oriented. The technology makes it possible to control telephone functions directly via the computer and to access relevant data from CRM or service tools at the same time.

With CTI, the appropriate customer file is automatically displayed for incoming calls – including call history, contact data and open transactions. At the same time, calls can be started, forwarded or documented with a single click, without employees having to pick up the phone or manually collect information. This integration not only creates convenience, but also improves service quality and response times.

CTI can be implemented in two ways: with desktop CTI, the connection is made directly between the telephone and the computer, which is ideal for smaller setups with decentralized control. By contrast, system CTI is based on a central server and, by connecting all devices in the network, offers a scalable solution for larger companies with many workstations and a centralized IT infrastructure.

The advantages of CTI range from time savings and automated call documentation to improved call preparation and easier quality assurance. In service-oriented areas – such as technical customer service – CTI helps to capture tickets faster, solve customer issues more effectively, and increase availability through features such as automatic call forwarding or callback management.

Solutions such as SERVICE 1 seamlessly integrate CTI functionalities into existing systems to intelligently combine communication and information flow – for a smooth customer contact process.