Computer telephony integration (CTI) is a technology that allows computers and telephone systems to work together seamlessly. This means that healthcare providers can see patient information on their computer screens while they are on the phone with them, which can help to improve communication and efficiency.

CTI can be integrated with a variety of hospital software systems, including electronic health records (EHRs), patient management systems (PMSs), and call center software. This allows healthcare providers to access the information they need quickly and easily, without having to switch between different applications.

Benefits of CTI Integration for Patient Care

There are many benefits of CTI integration for patient care, including:

  • Improved communication between staff: CTI can help to improve communication between healthcare providers by making it easier for them to share information about patients. This can lead to better decision-making and improved patient outcomes.
  • Increased efficiency: CTI can help to increase efficiency by automating tasks such as call routing and scheduling. This can free up staff time so they can focus on providing care to patients.
  • Reduced errors: CTI can help to reduce errors by providing healthcare providers with real-time access to patient information. This can help to prevent mistakes such as medication errors and missed appointments.
  • Improved patient satisfaction: CTI can help to improve patient satisfaction by making it easier for patients to get the care they need. For example, CTI can be used to provide patients with automated appointment reminders and to answer their questions about their care.

How CTI Integration Works

CTI integration works by connecting the hospital’s telephone system to its computer systems. This allows the two systems to share information. For example, when a patient calls the hospital, their information will automatically be displayed on the healthcare provider’s computer screen. This information can include the patient’s name, date of birth, medical history, and current medications.

CTI can also be used to automate tasks such as call routing and scheduling. For example, CTI can be used to automatically route calls to the appropriate department or staff member. This can help to reduce wait times and improve patient satisfaction.

Types of CTI

There are two main types of CTI: soft CTI and hard CTI.

  • Soft CTI is a software-based solution that does not require any changes to the hospital’s telephone system. Soft CTI is typically less expensive than hard CTI, but it may not offer as many features.
  • Hard CTI is a hardware-based solution that requires changes to the hospital’s telephone system. Hard CTI is typically more expensive than soft CTI, but it offers more features and flexibility.


CTI integration is a valuable tool that can help to improve patient care in hospitals. By streamlining communication between staff, providing real-time access to patient information, and automating tasks, CTI can help to improve efficiency, reduce errors, and improve patient satisfaction.

If you are considering implementing CTI integration in your hospital, be sure to do your research and choose a solution that meets your specific needs.