As the name suggests, computer telephony integration allows computers to integrate with phones. Rather than relying on a Rolodex to track customer information, software could be used far more efficiently. These early solutions were the forerunners to modern CRM solutions.

Since its inception, computer integration has continued to give rise to innovations including screen popping (automatically displaying a caller’s information), automatic and predictive dialing, advanced call transfers, call routing, and most recently speech analytics and advanced call reporting.