What is CTI / IVR?
Computer Telephony Integration, CTI enables computer systems to interacts with the telephone system. There are two main forms of CTI which are Outbound dialing and Inbound call handling.
Interactive Voice Response, IVR is a well-known technology which allows computer systems to interact with humans through the use of voice and DTMF(Dual Tone Multi-Frequency) tones input via the keypad.
How does it work?
Simply, when a customer communicates with a customer care service using the telephone, IVR system can interact with the customer to verify information during the call. This can be Outbound or Inbound, but most organizations use IVR only for handling Inbound calls. Continue reading