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The Scope of CTI application TechnologyThis is a featured page


Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated. In simple terms, CTI is the interaction control between a phone system and a managing computer system that not only provides a screen pop with customer information but also allows routing the call an agent based on different parameters like skill, location, time zone etc. As contact channels have expanded from voice to email, web, chat and fax, the definition of CTI has also expanded to the integration of all customer contact channels along with computer systems.

Computer Telephony Integration Software is a robust set of library routines that enable your application programs to communicate with your phone system. This computer telephony software lets you increase staff productivity while enhancing your customer relationships and reducing costs. This is accomplished by combining the capabilities of your phone system with the custom functionality of your ERP/CRM/Legacy applications based on Unix and Windows platforms.
One caveat is that these applications do not work out of the box as they are inherently complex in nature requiring expert system integrators like Hi-Caliber IT to design, install and maintain them.

CTI

Some of the different products from CTI solutions as mentioned below:

Avaya Interaction Center
Genesys CTI
Cisco ICM
Interactive Intelligence

CTI applications provide the ability to do one or more of the following:

    • Authenticate callers, using one of several standard methods like the telephone number of the caller, or the number called which can be screened against a database.
  • Recognize a voice, either for authentication or for message forwarding
  • Using live, recorded voice, or touch-tone entered input, determine how to process a call (for example, by forwarding it to the appropriate person or department)
  • Provide on-hold treatments, call backs using interactive voice response (IVR) to callers
  • Match the number of a caller with a customer record and display it for reference when talking to the caller
  • Collect and display pending live calls or messages that have been left by callers
  • Receive fax messages and route them to appropriate fax machines
  • Work with predictive dialers used in outbound calling for telemarketing and other purposes
  • Based on call input, initiate a smart agent application to provide help with the caller's request
  • Provide extensive contact center metrics which are important in management decisions to adjust the staffing and other operational aspects.
CTI Solutions
The above Integrated Contact Center solutions will help to achieve

  • Integrate with a wide range of business applications, allowing you to select the best solutions for your needs
  • Deliver accurate customer profile and contact center information to the desktop allowing fast agent response to customer.
  • Treating multiple sites as one virtual contact center resulting in load balancing and disaster recover in addition to many other benefits.
  • Perform agent-to-agent transfer of call detail information across multiple sites
  • Make full use of corporate data to support business rules and objectives at the point of customer contact
  • Take advantage of information collected from the Internet, carrier networks, automatic call distributors (ACDs), Interactive voice response (IVR) systems, Web servers, e-mail servers, databases, and other applications
  • Quickly and cost-effectively unify contact center systems across the enterprise with minimal custom development or systems integration
CTI enabled Contact centers can get such benefits like

  • Obtain maximum customer-service levels
  • Increase contact center efficiency and customer satisfaction increasing
  • Reduces hold time and first contact resolution time.
  • Evolve toward a true customer interaction network
  • Allows to generate Metrics to properly forecast and staff contact centers







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Keyword tags: Computer Telephony Integration CTI CTI Solutions Genesys CTI Genesys Software Solutions hi caliber it solutions IVR Services
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williamsrobert Call Center Software Solutions 0 Mar 31 2009, 4:00 AM EDT by williamsrobert
Thread started: Mar 31 2009, 4:00 AM EDT  Watch
TeleVoice Computer Telephony Integration (CTI) products can take your call center to the next level of efficiency and customer satisfaction…without breaking your budget. we offer customized IVR solutions with a powerful features. Experienced team of consultants, programmers and developers maintaining hundreds of IVR applications that will maximize self-service opportunities and reducing the number of calls that your agents must handle
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