CTI products are based on a 3-layer architecture.

Data is obtained from databases (including standard databases such as Oracle, or customer installed systems) and transparently cached for performance and reliability reasons. This data layer can run on multiple redundant or fault tolerant systems for maximum reliability and availability.

The application layer consists of the software products. These are configured to suit and customised using TPACTM Rules. Configuration information describes the resources and assets, system interfaces and look-and-feel aspects of user interfaces and reports. The business processes and operating procedures are captured in TPACTM Rules.

The users interact with a common GUI that supports both use and maintenance of the system. High-performance user interfaces use Java technology to ensure portability, while an ever-increasing amount of functionality is available through web interfaces to simplify deployment and reduce cost of ownership. Hand-held wireless terminals are used for applications where mobility is required.