Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
C H A P T E R
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Cisco ICM Software CTI OS Developer’s Guide Release 6.0(0)
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Introduction
This chapter provides an introduction to Computer Telephony Integration (CTI)
and describes how CTI can enhance the value of contact center applications. This
chapter also introduces the CTI OS product and discusses the advantages of using
CTI OS to develop custom CTI enabled applications.
and describes how CTI can enhance the value of contact center applications. This
chapter also introduces the CTI OS product and discusses the advantages of using
CTI OS to develop custom CTI enabled applications.
Introduction to CTI
The workflow of a modern contact center is based on two main areas: the media
for communicating with the customer and the platform for servicing customer
requests.
for communicating with the customer and the platform for servicing customer
requests.
CTI is the integration of the communications media (i.e. phone, email, or web)
with the customer service platform (i.e. customer databases, transaction
processing systems, or CRM (customer relationship management) software
packages).
with the customer service platform (i.e. 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.