CTInnovation Homepage Our Services CTInnovation Benefits About CTInnovation Contact CTInnovation


Find Out The CTInnovation Benefits That Put You First.

Computer Telephony Integration (CTI):
The process of integrating the voice and data systems (networks) with the primary objectives of increasing productivity, efficiency of available resources, effectiveness of available resources, and reducing the required resources (variable costs) involved in maintaining and increasing capacity.

Methods:

  • CTI enabled applications with screen pop at the agent desktop in the call center reducing agent time on calls
  • Automated routing of calls to correct call center resource via Integrated Voice Response (IVR) & Voice Recognition Units (VRU)
  • Automated delivery of database and queried information directly to callers via IVR & VRU systems
  • Automated collection of information from callers via IVR & VRU systems prior to delivery to agents
  • Voice Over IP (VoIP)
  • Speech Recognition and Text to Speech.
  • Unified Messaging

Benefits:

  • Reducing the agent time required to process the inbound caller requests has the direct results of increasing call center capacity while at the same time reducing the agent requirements in the call center and, therefore, the overall operating costs
  • Caller satisfaction increases as the time required to process the inbound request is reduced (especially in a business to business environment)
  • Reducing the overall call processing time reduces the voice network traffic resulting in lower telephony costs
  • Return on Investment easily attainable in a short period of time..

CTInnovation has successfully deployed the above technologies in production call center environments resulting in an increase in capacity of up to 400% without an increase in agent requirements.

We've Got The Solutions...   Bring Us Your Problems.SM