• Overview
• Better Decision Making
  • Optimization Portal
  • Sample Reports
• Cost Savings
  • Automated Surveys
  • Computer Telephony Integration
  • Notification
  • Self Service Transactions
  • On Demand IVR
• Disaster Recovery & Overflow
• Improved Service
  • Expert Services
  • User Interface
  • Intelligent Contact Automation
• Tighter Security

Computer Telephony Integration

CTI is no longer expensive to integrate. In fact, with us it's free.
Contact Solutions CTI Integration lets you tightly link our Contact Portal with your contact center for seamless transfer of real time customer information. Unlike other contact automation solutions that use high end proprietary CTI systems, we use flexible web services that make integration painless. What's more, we offer our CTI at no additional cost to our customers. It's part of our commitment to Continuous Improvement.

We provide a straight-forward open strategy for CTI Integration

Our pre-built integration service reduces time to market and takes the architectural ownership off you.

Important features of our CTI Integration include:

• Automatic data "attach and transfer" – when customer is transferred to a live agent, their IVR-collected data is instantly sent to the contact center agent as a screen pop alert for fast response
• Provides an accurate estimated wait time to the customer
• User call back requests – allows customer to request a call back time, then schedules the live agent call and forwards customer data to the contact center agent's desktop with a screen pop alert

CTI helps you deliver fast efficient live customer service.

When your customers request to speak with a live agent, they want resolution, not questions. It can be frustrating for the customer to be asked for the same information they have already input to the IVR.

Our Computer Telephony Interface (CTI) Integration instantly forwards information collected by your IVR to the contact center agent so they have a record of all IVR transactions prior to the live switch. This saves your agents from having to extend the length of the call asking for information the customer has already provided to the automated system. CTI helps your agents conclude calls faster and more efficiently so your customers receive the level of service they expect as you keep your contact center costs under control.