What is a primary function of CTI?

The correct answer focuses on the primary function of Computer Telephony Integration (CTI), which is to enhance communication and efficiency in call handling. CTI merges telephony systems with computer systems, allowing for a more streamlined interaction between telephone calls and various applications, such as customer relationship management (CRM) systems. This integration enables features such as automatic call distribution, screen popping of customer information, call logging, and call tracking. By leveraging these capabilities, organizations can provide better customer service and improve overall operational efficiency during call handling.

The first option, which implies that CTI is primarily for storing customer information, is misleading because, while it can facilitate access to customer data during calls, its core focus is on improving the interaction process. The third option regarding generating reports on call frequency highlights a secondary function enabled by CTI, but it doesn’t encapsulate the overall purpose of making call handling more effective. The last option suggests that CTI's purpose is to replace traditional telephony systems, which is not accurate. Instead, CTI enhances existing telephony by adding functionalities that improve communication and customer interactions rather than simply replacing traditional methods.