CTI
The application development challenges in this sphere are related to successful deployment of multiple vendors' products. The skills required here have some semblance to Systems Integration. And that is the expertise we have, having created reusable codes for rapid implementation of CTI products. These products are standard connectors to integrate the Contact Center with LoB (line-of-business) systems, telephony systems, and CRM databases.
Reports
To make informed business decisions, it is important to have both current and historical statistics available. We are experienced in setting up Contact Centers for different verticals across the globe. These solutions have in-built sophisticated reporting modules offering integral information on customer interactions. Their application design lends itself to a comprehensive set of standard reports apart from customizable ones.
Desktop toolkit
To derive optimal results in field implementations, we have developed easy-to-use desktop components that work with third party applications, at a client level. In a typical CTI implementation, this would include soft phone, outbound campaign management interfaces, voice logging, and IVR scripting. |
