HDI Support Center Analyst Practice Exam 2025 – The Comprehensive All-in-One Guide for Exam Success!

The selected answer accurately describes the functionality of Computer Telephony Integration (CTI). CTI facilitates the integration of voice communication systems, specifically Voice over Internet Protocol (VoIP) phones, with computer software and applications. This integration enhances communication capabilities, allowing for features such as screen popping, where customer information is displayed on the agent's computer as a call is received, and click-to-dial functionalities, which streamline the process of initiating calls from within software applications.

Through CTI, organizations can improve their customer service and operational efficiency by unifying communication channels and enabling agents to access structured information during calls. This leads to quicker response times and a more personalized experience for callers, which is integral for support centers and customer service operations.

The other options do not convey the correct application of CTI. For example, CTI is not focused on social networking, video streaming, or managing physical security protocols, making those choices less relevant to the core function of CTI.