CTI in Plain English - 4 of 5

Applications like Arc's CTI suite, link company-wide databases with the telephone system at a deeper level. It provides workflow capability for telephone users and more complex interaction between applications and calls.

This type of application used to be seen only in larger, more specialised call centres in sectors such as financial services, insurance and so on. But with 1st party CTI starting for only £200, people are able to see the advantages for a small cost. Many (both small and large) organisations having tasted the benefits at the 1st party level, have now moved towards 3rd Party CTI.

The basic difference between the two is "1st Party" is where a number of PC's are individually integrated with the telephone system and "3rd Party" is where the "Network Server" is integrated passing the benefits to all users of the network.

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