The most common CTI application is screen synchronization or "screen pops." Other applications include:

Call Routing - Using the account information that can be gathered when the call arrives, a host system maintaining customer lists, accounts receivable, or valued customer databases determines if this caller needs to receive special or exception handling. Let's say this customer is a high billing customer. The middleware notifies the switch to transfer this call to the VIP customers group. Or, if the customer owes money, the middleware directs the switch to transfer the caller to collections. Many organizations are now using CTI call routing to support after hours transferring to other locations.

Outbound Calling - CTI can support an outbound telemarketing application. Agents calling their customer base can review the customer record on the screen, then press a key or click to request a dial. The middleware captures the telephone number from the customer record, requests the switch to dial this number, and places the call on the specific telephone of the agent.