DSC Tech Library
CTI Computer Telephony Integration
This section of our technical library presents information and documentation relating to Computer Telephony and Computer Telephony Integration software and products.
Computer Telephony Integration CTI software is a rich set of phone software library routines that enable application programs to control your phone system.
This comprehensive CTI software lets you increase employee productivity, enhance customer service and reduce costs by combining the capabilities of our PACER phone system with the custom functionality of your Windows, Unix or Web applications.
Data collected by your phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to your existing PC, Unix or Web applications through our phone software.
The PACER predictive dialer can automatically call your customers and pass only connected calls to your agents. With our computer telephony software, your telephone and computer work together to provide cost-saving benefits.
What is computer telephony integration?
does your business spend in the routine administration of its telephone system,
in terms of staff time and payments to external services? By integrating your telephone
and computer systems you could save operating costs and improve your company's
efficiency, and even potentially open up new business opportunities.
telephony integration (CTI), the technique of coordinating the actions of
telephone and computer systems, has existed in a commercial form since the
mid-1980s. At first its application was largely confined to a few niche
markets, in particular call centres where the volume of calls justified the
cost, but recent developments have simplified computer-telephone systems
significantly, leading to an increased interest in CTI applications for the
hardware and software solutions are now available from the major market
players, such as Microsoft and Novell, and public telephone networks
increasingly offer services enabling CTI applications. Due to advances in voice
processing technologies advanced features are now affordable for the small
three distinct CTI applications:
- the administration of a private
telephone network via a separate computer
- unified messaging and customer
relationship management (CRM) applications
- the use of a computer network
to transport voice and fax communications. A PBX may be replaced by, or
work in conjunction with, a communications server (Voice over IP, or voip)
telephone system using CTI
telephony provides a simple screen-based alternative to the standard facilities
of the latest telephones. Using a graphical user interface (GUI), rather than a
proprietary system controlled by alphanumeric codes or handset LCD menus,
routine functions such as re-locating or adding extensions can be achieved
in-house. More complex functions, such as setting up a conference call, are
carried out by following a straightforward sequence of commands.
Using a PC
screen, a mouse and a standard GUI you can:
- make/answer calls
- hold and transfer calls
- set up conference calls
- pick up calls from another
- initiate calls by name from a
- bar calls from pre-selected
- identify the caller on-screen
What is unified messaging?
to integrating your voice telephone and computer systems, with CTI you can also
bring together your other office communication tools, such as fax, e-mail and
voicemail, and manage them from a single point. With unified messaging you can
set up an electronic messaging system for your company, creating a single
interface with one directory and one storage location for all message types.
company's contacts and all communications with them, whether by telephone, fax,
direct e-mail, website response or personal visit, are integrated into one
record which is immediately available, and can even be presented to you
automatically when an approach is made from a known source (recognised
telephone number/email address/IP address etc.).
What is customer
telephone system is integrated with your computer system, calls can be made
directly from any office application. For example, you can make a call by simply
clicking on a telephone number in your customer and supplier database, saving
time and increasing productivity. The number of an incoming call is recognised
using Calling Line Identification (CLI), and any information from your database
about the caller is presented to the member of staff receiving the call.
(Software programs which manage this telecoms application are known as Customer
Relationship Management packages, but customer relationship management as a
management function covers all forms of communication with customers.)