| Universal
CTI is an enterprise-level CTI messaging service that provides
an open and easy way to provide seamless integration between
agent-assisted service and self service application.
In an open environment, a call
center solution may consist of multiple CTI servers in disparate
locations from multiple vendors running multiple applications
simultaneously. In such a situation, it's no longer possible
to develop applications with custom interfaces to each one
of these CTI servers, maintain the applications, and change
applications as business requirements change without a dedicated
staff to manage the various CTI interfaces.
The purpose of Universal CTI
is to provide a software bridge between the various computers
and telephone systems in call center environments. Applications
made possible by Universal CTI include screen pop, coordinated
call-data transfer between agents and Interactive Voice Response
(IVR) integration, which transfers caller-entered IVR information
to agent desktop PCs.
By integrating computers
and telephone systems, Universal CTI applications allow call
centers to realize significant advances in both agent productivity
and quality of customer service.
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