Cisco Cisco Computer Telephony Integration Option 9.0
Chapter 1 What is CTI?
What is a CTI-Enabled Application?
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CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
CTI is the integration of the communications media (that is, phone, e-mail, or
Web) with the customer service platform (that is, customer databases, transaction
processing systems, or CRM (customer relationship management) software
packages).
Web) with the customer service platform (that is, customer databases, transaction
processing systems, or CRM (customer relationship management) software
packages).
Integrating communications media with the customer service platform helps
agents to service customers better and faster in two ways. First, it enables the
agent to leverage the information and events provided by the media to direct his
workflow. Second, it increases the depth and breadth of customer information
presented to the agent when the customer’s contact arrives at the workstation.
agents to service customers better and faster in two ways. First, it enables the
agent to leverage the information and events provided by the media to direct his
workflow. Second, it increases the depth and breadth of customer information
presented to the agent when the customer’s contact arrives at the workstation.
What is a CTI-Enabled Application?
A CTI-enabled application is one in which the software used by the agent to
service a customer request is driven by information generated by the presentation
of the customer contact.
service a customer request is driven by information generated by the presentation
of the customer contact.
Screen Pop
The most common CTI application is a screen pop. In a screen pop, the customer
service platform is provided with customer information at the arrival of a phone
call and begins processing the customer’s transaction at the same time as the
communication begins between the customer and the agent. This transfer of
customer information is called the call context information: a rich set of
customer-specific data that travels with the call throughout the enterprise.
service platform is provided with customer information at the arrival of a phone
call and begins processing the customer’s transaction at the same time as the
communication begins between the customer and the agent. This transfer of
customer information is called the call context information: a rich set of
customer-specific data that travels with the call throughout the enterprise.
For example, a screen pop application for a cellular telephone company might be
triggered based on the arrival of a phone call. It uses the customer ANI (automated
number identification, or calling line ID) to do a database look up to retrieve the
customer’s account information and displays this customer record for the agent.
By the time the agent can say “Thank you for calling ABC Telephony Company,”
the account record is on his screen and he is ready to service the customer’s
request.
triggered based on the arrival of a phone call. It uses the customer ANI (automated
number identification, or calling line ID) to do a database look up to retrieve the
customer’s account information and displays this customer record for the agent.
By the time the agent can say “Thank you for calling ABC Telephony Company,”
the account record is on his screen and he is ready to service the customer’s
request.