BENEFITS OF COMPUTER TELEPHONY INTEGRATION (CTI)

IMPROVED CUSTOMER SATISFACTION Receiving customer details on screen at the same moment we receive the incoming call means we are able to give a better, more immediate response to the customer. RE-ROUTING A CTI application combines real-time visibility into each contact center operation with network-level, data-directed routing to distribute each call to the best resource anywhere in the enterprise

RE-STATING CTI eliminates the need for customers to re-state their identifying information at each leg of a transaction because this information is captured and carried forward with each new event.

COST-SAVINGS Through screen pops and simultaneous call and data transfer, CTI shortens talk time by eliminating the need for re-stating. GREATER EFFICIENCY Dialing out automatically with a single mouse click from a computer saves time and is more accurate. Can handle more calls in a given period of time. LOCALISATION The agent web-based application has the option to support both Arabic and English interfaces, depending on the preferences of the agent.

LATEST TECHNOLOGIES The agent web-based CTI solution is built with the latest Java/J2EE technologies using the latest version of JDK level JDK1.5.

OUTSTANDING PERFORMANCE & SCALABILITY Typically increasing the processing speed of the CTI web server environment hosted on the Oracle application server will directly improve system performance.

DATABASE SYSTEM CORP. (DSC)

Database Systems Corp. (DSC) is a leading provider of computer telephony integration including telephony software and CTI phone systems. Besides offering telephony software and phone systems, DSC offers outsourcing call center services that employ the latest CTI technology. INTRANEXT SYSTEMS

IntraNext Systems is at the forefront of providing industry-wide CTI solutions based on open-standards technology and compatible with the major telephone systems.

DEZREZ Dezrez is one of the most important providers of CTI solutions. Their partner provider includes Metier Communications Consultants Oak Telecom Ltd Datasharp UK Ltd SQUARE SYSTEMS They help businesses reap the benefit of developments in technology by creating tailored solutions that integrate with existing telephony and IT infrastructure. AVAYA Avaya Contact Center Express provides cost-effective, easy-to implement multi-channel contact center solutions. It consists of easy to-use applications and a framework of server components that can be used to CTI-enable existing solutions.