Cisco Cisco Computer Telephony Integration Option 8.5
Chapter 1 What is CTI?
An Example of Cisco CTI at Work
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CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
An Example of Cisco CTI at Work
This somewhat artificial example illustrates a number of the aspects of Cisco CTI.
1.
A customer, Pierre, calls the XYZ Company from home.
2.
The Cisco CTI software looks at the ANI, compares it to a database, and
determines that the caller is Pierre, and that Pierre’s native language is
French.
determines that the caller is Pierre, and that Pierre’s native language is
French.
3.
From the Dialed Number Identification Service (DNIS—a string of digits
indicating the number dialed by a caller, which ICM software uses along with
the trunk group to indicate the destination for a call), the Cisco CTI software
discovers that Pierre is calling the special “800” number set up for XYZ’s new
offer for upgraded services.
indicating the number dialed by a caller, which ICM software uses along with
the trunk group to indicate the destination for a call), the Cisco CTI software
discovers that Pierre is calling the special “800” number set up for XYZ’s new
offer for upgraded services.
4.
Pierre’s call is routed to a French-speaking IVR, which collects information
from Pierre and presents the various offers to him. However, Pierre has some
particular questions that he wants to ask, and presses 0 in order to speak with
an agent.
from Pierre and presents the various offers to him. However, Pierre has some
particular questions that he wants to ask, and presses 0 in order to speak with
an agent.
5.
Pierre is transferred to another call center, where there is a French speaking
agent familiar with the product that Pierre is interested in talking about.
Through a screen pop, the agent receives the information that Pierre gave to
the IVR.
agent familiar with the product that Pierre is interested in talking about.
Through a screen pop, the agent receives the information that Pierre gave to
the IVR.
6.
Responding to Pierre’s questions, and using the IVR information, the agent
efficiently completes Pierre’s current transaction.
efficiently completes Pierre’s current transaction.
7.
In addition to the IVR-collected information, the screen pop also displays the
results of various database lookups. From one of these, involving Pierre’s past
dealings with the company, the agent recognizes the possibility of Pierre’s
being interested in another offering that compliments the one he called about.
Pierre is interested.
results of various database lookups. From one of these, involving Pierre’s past
dealings with the company, the agent recognizes the possibility of Pierre’s
being interested in another offering that compliments the one he called about.
Pierre is interested.
8.
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.
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.