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Computer Telephony Integration (CTI Software), also known as telephone software, is a
function that enables computers to know about and control phone functions such as making and
receiving voice, fax, and data calls with telephone directory services and caller identification. The
integration of telephone software and computer systems is a major development in the
evolution of the automated office.
CTI Software is not a new concept. Such functions have been used in the past in large telephone
networks but only dedicated call centers could justify the costs of the required equipment
installation.
Primary telephone service providers are offering information services such as Automatic Number
Identification and Dialed Number Identification Service on a scale wide enough for its
implementation to bring real value to business or residential telephone usage.