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Computer Telephony Integration: Presented by

This document provides an overview of computer telephony integration (CTI). It discusses the history and evolution of CTI, how it combines computer and telephone technologies to improve communication and services. It also outlines typical CTI system architecture and lists major market players like Aspect, Genesis, Cisco, and Nortel and some of their CTI product offerings.

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Punit More
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32 views

Computer Telephony Integration: Presented by

This document provides an overview of computer telephony integration (CTI). It discusses the history and evolution of CTI, how it combines computer and telephone technologies to improve communication and services. It also outlines typical CTI system architecture and lists major market players like Aspect, Genesis, Cisco, and Nortel and some of their CTI product offerings.

Uploaded by

Punit More
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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COMPUTER

TELEPHONY
INTEGRATION

Presented by:

1.Punit Prakash More.


Computer Telephony Integration
(C T I)
 AIMS :-

• To provide information of
CTI.
• To introduce the history of
CTI.
• To elaborate the
technologies involved in
CTI.
• To list the market players in
CTI.
INTRODUCTION

1. Computer Telephony is a combination of two communication


devices: Computer & Telephone.

2. The ultimate Goal of integrating these two technologies is to


provide better efficiency, more effective communication, and
improved goods and services to the Consumer.

3. CTI is extensively used in Call centers, IVRs, UMS(Unified


Messaging Service), Screen Pops, IOTS(Intelligent Office
Telephony System).
Intro continues…
4. Computer Telephony is the technique of combining the tools
and functions of both computer and telephone systems to
derive a more effective and efficient tool for a user, business,
or enterprise.

5. Computer telephony encompasses a large mass of


technologies to include: voice, fax, email, web, voice over IP,
Chat, Web Collaboration, Web Callbacks, WAP.

6. Typically, now and days, most people have interfaced with a


Computer Telephony system. E.g. Most banks employ a CT
system for their clients to access their personal account
information over the phone. Clients can access their account
balance, transfer funds between accounts, and process
payments.
Intro continues…
7. Clients who call into a CT system may connect to one or
more of the following components:
1.Database (customer/account information)
2.Voice Response Unit 3.Private
Branch Exchange 4.Fax Server
5.CTI
Server.
HISTORY

1. Throughout the early 1990’s, several factors occurred to


simplify CT system integration and increase market interest.

2. Factors such as developing an international standard of


interconnecting telephony and computing systems; better
known as the Computer-Supported Telephony Application
(CSTA) was developed.

3. Additionally, software developers such as Microsoft heavily


promoted the Application Programming Interface
(API’s),which gained world wide appeal and acceptance.
History continues…

4. Similarly, voice-processing technologies were becoming


easier to develop at no significant increase in cost.

5. In addition, telecom providers were offering more computer-


telephone features as Caller Line ID and Voice Mail services
to their customer base.

6. This convergence of standards, technologies, and features


prompted businesses to take notice and invest in computer
telephony to provide better services to their clients while
saving money in the process.

7. Hence, the evolution of the modern Call Center emerged.


TYPICAL ARCHITECTURE OF
CTI SYSTEM
History continues…
 Historically, call centers have invested heavily in computer
telephony integration.

 Reason : Severe Bottleneck with Call Centers.

 Explanation : As the company expanded and call volumes


increased, Agents were noticing they were spending much of
their time making notes, filling out forms, and processing
these forms once the call was completed.

 Supply a personal computer to every Agent proved to be a


solution. By employing PCs at the agent desktop, Agents
could fill-out forms, process forms more efficiently, and
submit forms electronically. Furthermore, more calls could be
answered in a shorter amount of time.
MARKET PLAYERS
 Below is a list of companies that offers products in the CTI
server market.

 These firms concentrate exclusively on the highly competitive


telecom/internet market.

 As such, their product scope is broad to remain competitive


and profitable.

1. Aspect Telecommunications
2. Genesis Telecommunications Labs
3. Cisco
4. Nortel
ASPECT TELECOMMUNICATIONS
 Headquarter: San Jose, CA, USA.

 Employees: 2500 World wide.

 Revenue: $490 Million.

 Founded: 1985.

CTI Product Offerings:

1.Aspect Customer Relationship Portal.


2.Aspect customer Self-Service.
3.Aspect customer Data Mart.
4.Real-time reporting capabilities from multiple sources.
GENESIS TELECOMMUNICATIONS LABS
 Headquarter: San Francisco, CA, USA.

 Employees: 1100 World wide.

 Revenue: $140 Million.

 Founded: 1990.

CTI Product Offerings:

•Framework Suite.
•Inbound Suite.
•Outbound Suite.
•Internet Suite.
•Workforce Manage.
CISCO

Headquarter: San Jose, CA, USA.

 Employees: 20,600 World wide.

 Revenue: $12.2 Billion.

CTI Product Offerings:

1.Cisco ICM.
2.Cisco’s enterprise-wide CTI server to include routing, reporting, web
interaction, agent client, IVR integration and World force Management
Solution.
NORTEL
 Headquarter: Ontario, Canada.

 Employees: 75,000 Worldwide.

 Revenue: $21.3 Billion.

CTI Product Offerings:

1.Agent - Agent desktop client for Symposium call center.


2.IVR – interactive voice response server.
3.Web Response Server - web server for web interactions.
4.Meridian - Nortel's Award-winning PBX / ACD.

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