The application consists of Call Center components integrated with the service provider's back-end system. The IVR provides hands-free operation capability, RAP CTI provides CTI functionality, and both have been tightly integrated with Heat CRM 6.4 on the agents' desktop for customized screen applications.
Servion's role as a System Integrator was to tightly integrate the various components of the Call Center, to ensure that the customer has a complete and consistent experience. The components that form part of the integration effort are as follows:
