COMPUTER TELEPHONY INTEGRATION (CTI)

phusionPointe's Computer Telephony Integration ("CTI") allows your telephone and a computer to be synchronized for complete call control. Our advanced applications support a wide range of capabilities to help you integrate into third party applications. We support two basic methods of integration with your other IT applications such as; CRM – Agent desktop integration (first party), and back-end integration (third party).

Your Agent desktops can be integrated quickly and inexpensively in just a few hours, because our system is based on a set of feature rich, open standards-based interfaces. In addition, our out of the box features enable smooth integration with leading CRM applications. We also support traditional back-end third party call control integrations that use XML-based CTI tools.

We also support third-party applications allowing you visibility and management as a single application on an agent's desktop. We utilize advanced Computer-to-Computer Integration ("CCI") technology to accomplish these tasks. Our CCI is also based on open standards, such as Microsoft COM object and XML, which are easier to use and are well understood by a large number of programmers.

Configuration is accomplished by supplying a handful of parameters and through our wizard-based setup tool. Full functionality of your agents' softphone as well as the integrated CRM package is maintained. Our systems can even support multiple CRM applications allowing your agents to simply switch between applications with a mouse click.

During an incoming call, the caller is identified based on information given when placing the call placement, such as the caller's telephone number or a customer ID collected in an IVR session. The agent then receives a screen pop of the call, which contains the caller's relevant record within the CRM system. All of the information is contained within a single application window.

phusionPointe's Advanced Applications provide:

  • Calling Line Information Display- the callers' number, number dialed, IVR options
  • Screen Population on Answer- with or without using calling line data
  • On-screen Dialing- fast dial, preview, and predictive dial
  • On-screen Phone Control- answer, hang up, hold, conference, etc.
  • Coordinated Phone and Data Transfers Between Two Parties- calls can be transferred
  • Call center phone control- logging on; after-call work notification
  • Advanced Functions- call routing, reporting functions, automation of desktop activities, and multi-channel blending of phone, e-mail, and web requests
  • Agent State Control- after-call work for a set time then automatically made available for the next call