The telephone system and the computer system are two separate technologies that enable the flow of information among individuals in an organization. Recent technological developments are making the merging of these two systems possible. This is the technology area called computer telephony.
    A good definition of "Computer Telephony" is found in the "White Paper" from AVT Computer Telephony Products Group. It says that “computer telephony is an enabling technology that allows for the creation of applications in which a computer can control some of the functionality of the telephone system and/or the telephone system can control some of the functionality of the computer system.” Under this concept, many organizations have started their re-engineering efforts toward more effective and efficient business processes. This project focuses on how Computer Telephony Integration (CTI) has contributed to this effort, and how it has been applied to the primary link between businesses and customers: "the call center."
    In order to get a thoroughly understanding of the topic, this project explains in simple terms, the basic components of a call center technology and its functionality. Then, it explains the premises for a good CTI solution, as well as how CTI applications fit in the call center context. Furthermore, this project offers an idea of new trends in CTI applications and developments. Finally, from an economic perspective this project goes inside the multiple benefits, as well as some drawbacks and costs, associated with a CTI deployment.