Computers in Teaching Initiative, a major programme supporting higher education staff in using new technologies in teaching. The CTI programme ended in June 2000, and was replaced by the LTSN.
The linking of the computer in the ACD system to the computer which houses the company's database to permit faster and more efficient handling of calls. Screen pop is a function of CTI which can direct the data screen of the calling person's account to the terminal of the agent as the call is being routed there, saving the agent from having to identify the caller's account number, key it in, and wait for computer response. Also permits transfer of data screens to a second agent when a call is transferred and many other capabilities impossible with only one or the other system independently.
The technology automatically linking computers and PABX's. This enables companies to access computer held information on customers as soon as they call, which saves time as the employee is not searching for information and keeping the caller waiting