systems integration computer telephony
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Simplifying Computer Telephony Integration Solutions
White Paper Computer Telephony Integration (CTI) involves integrating computer systems with telephony resources to augment an organization’s communications capabilities. Since its inception, the integration of CTI has been difficult for many organizations to... [10 Apr 2008]
Enabling Substantial Savings With Next Generation Technology
White Paper The company deployed Nortel's Communication Server 1000, Nortel IP Phone 2002 and 2004, Nortel IP Softphone 2050, Nortel Enterprise Telephony Manager System and Nortel Multimedia Communication Server 5100, with Nortel Ethernet Routing Switch 8600... [10 Jan 2008]
Finance Organization Standardizes Call Center Operations With Avaya and Cleo Self-Service Solution
White Paper The finance organization needed to implement a standardized, yet flexible, integrated voice and Computer Telephony Integration (CTI) application for its call centers worldwide. As a solution the organization deployed the Avaya Interactive Response... [18 Apr 2007]
Avaya Case Study: Banco BISA
White Paper BB chose to implement a solution that includes Avaya Communication Manager running on an Avaya DEFINITY Server with Avaya Computer Telephony Integration, Avaya IP Agent, Avaya Interactive Voice Response and Avaya Proactive Contact Management in... [12 Apr 2007]
Computer Telephony Integration (CTI) in a SALT Environment
White Paper Computer Telephony Integration (CTI) refers to the use of computer-based applications to control telephony systems, most commonly in an enterprise environment. Generally, the applications for CTI are categorized as Interactive Voice Response (IVR... [06 Oct 2006]
Advanced Avaya Contact Centre Solution Reduces Costs and Delights BPI Customers
White Paper The Computer Telephony Integration (CTI) platforms had to work seamlessly and effectively with the Siebel CRM software. BPI turned to Avaya, "The undisputed contact centre and IP telephony leader in the Philippines," to achieve its vision of... [07 Sep 2006]
Avaya Case Study: NEXTEL de Mexico S.A.
White Paper Nextel has installed an Avaya CONVERSANT System for Interactive Voice Response, Avaya Computer Telephony Integration tools, and an Avaya Predictive Dialing System. The company needed a telephony solution that would react efficiently to the strong... [07 Sep 2006]
Avaya Case Study: CSU
White Paper CSU also uses Avaya Contact Center Implementation and Computer Telephony Integration supported by Avaya Professional Services Consulting. CSU needed a contact center solution that would integrate different systems and applications across its six... [05 Sep 2006]
Building Call Centers in Croatia
White Paper Kron, a Computer Telephony (CT) integrator based in Croatia, developed a system that met all of the business and technical requirements of HPT. They needed a Computer Telephone Integration (CTI) platform that could automatically announce changed... [23 Mar 2006]
INI Solutions for Government Healthcare: Automating Essential Processes That Support Quality Patient Care
White Paper INI's deep technical expertise in computer telephony technologies, networking, operating systems, and database integration enables them to develop reliable, intuitive products that operate seamlessly within your environment. [30 Aug 2005]
PeopleSoft Case Study: PepsiAmericas Corporation
White Paper This implementation converted disparate sales systems to a single, integrated Internet application solution, integrated computer telephony for Tel-Sell/Pre-Sell methodology, delivered a 360-degree view of entire customer base, improved customer... [04 Mar 2005]
Will IP unify communications?
Comment Paul Rowe, IP telephony product and solutions manager at Nortel, says: "It reduces delay, telephony tag, voicemail jail. He adds that in some instances, "Customers need new work flows, better CRM technology, improved integration to back office... [18 Feb 2005]
CSC Australia Deploys Fully Converged IP Telephony and Data Network From Nortel Networks - Delivering 10-15 Percent Savings and Payback in Less Than Two Months
White Paper The convergence solution for CSC includes the Nortel Networks Succession Communication Server 1000 (CS1000) communications system, i2002 and i2004 desktop IP telephones, i2050 IP softphones for laptop-based telephony, and an Optivity Telephony... [29 Nov 2004]
CRM Evolution at Belgacom
White Paper PeopleSoft CRM has been integrated with the Genesys computer-telephony integration (CTI) solution installed at the same time. By replacing a plethora of non-integrated sales and case management systems with a single CRM system, Belgacom will... [21 Oct 2004]
Cisco IPCC Express Edition (Cisco IPCC Express)
White Paper The Cisco IP Contact Center Express Edition (formerly Cisco IP ICD) product provides the functionality, ease of implementation, and price/performance that midsized contact centers demand of an advanced contact center solution: automatic call... [08 Sep 2004]
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