Cisco Cisco Computer Telephony Integration Option 9.0

After completing this second transaction, the agent mentions to Pierre that the last time Pierre called 
he was concerned about a mistake in his monthly statement. (This was also displayed in the screen 
pop as a result of a database lookup.) Was that resolved to his satisfaction? It was. Pierre thanks the 
agent for the prompt and courteous service, and hangs up.

What was good about the preceding example was that:

Though Pierre requested to be transferred from IVR to agent, the automatic routing both to the IVR, 
and to the agent at another call center, was correct each time. There was no aimless rerouting and 
bouncing around from one agent to another. This was made possible, in large part, by the centralized 
knowledge of the whole system (including multiple call centers) that was available to the Cisco CTI 
software. 

Pierre never had to restate any information that he had already put into the system; the information 
flowed with his call. All of this led to a decrease in costs for XYZ and an increase in satisfaction for 
Pierre.

The agent was more productive because the call received required precisely the expertise that the 
agent had. 

The agent was also made aware of, and used, the opportunity for up-selling. 

Because of the knowledge the agent had of Pierre’s previous interactions with XYZ, the agent was 
able to bring a personal, helpful touch to the current interaction.

The result: a quality experience for both Pierre and XYZ.

This section gives an introduction to Cisco CTI. It includes the following:

Purpose of Cisco CTI

Brief description of the individual components that make up Cisco CTI

Cisco CTI is a product set that helps programmers integrate CTI applications with Unified ICM. 

Cisco CTI consists of:

Unified ICM

CTI Servers

Desktop Components

Application Programming Interfaces (APIs) for custom applications

Sample Applications

Documentation

Training

Support