computer telephone integration

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The integration of computer technology and telephone technology, with the former controlling the latter. A good example of this is the call centre which uses a computer to take a customer through a series of steps until they reach the service they require. Another example of this technology is a universal messaging service which enables a single telephone number to be used as a receiver of FAXes and phone calls and then forwards them to an email account. Computer telephone integration uses a number of technologies including speech recognition, speech synthesis, database, email, and FAX.

Subjects: Computing.

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