Computer telephony integration (CTI) means linking a call center's telephone systems to their business applications, typically so that their business software can have more control over call management.

The most common application for this kind of CTI is automating the operations of a group of telephone sales people or customer support agents.

For example in busy call centers, you want to link an IP phone(or softphone) to the agent’s computer to automatically send caller ID or data.

This can be achieved automatically so the agent can focus on providing better service level to the caller.