Today's advanced PC technology makes CTI affordable for every business, large or small. Best of all, you can start by adding CTI to the desktops of key personnel only, then cost-effectively expand CTI throughout your company as needed.
The U.S. Infotel Agent Solution for Screen Pops is designed to give your Call Center agents inbound database screen pops based on Inbound Caller ID or ANI (Any Number Identification) automatically. We can also design and develop custom IVR (Interactive Voice Response) systems to greatly improve the efficiency of screen pops, since 50% of the telephone numbers you may receive, either do not have caller ID, or you may be receiving a call from the end of a Hunt Group. These abilities are designed to work with Windows 2000, XP, or Windows NT Workstation PCs and offer advanced functionality to assist agents handle calls more efficiently.
If you have questions as to the functionality of your phone system and our CTI Link, ask your sales rep for a free CD to demo for a 30 day trial period, or fill out the form on our website.
As well as personal and corporate telephone directories, U.S. Infotel
CTI Link Software features screen pops by Calling Number and Dialed Number. It can also be configured for outbound desktop dialing to increase the business to business dialing effectiveness of the Customer Call Rep.
CTI Link Software integrates with third party applications using DDE (Dynamic Data Exchange), ODBC, Dcom, or its own scripting language and object-oriented technologies to allow screen pops in customer applications as well as within U.S. Infotel CTI Link Software itself.
The solution is designed to provide significant savings on the amount of customer service agent time needed to service inbound calls.
In the call center, agents are equipped with the U.S. Infotel CTI Link Software which is to become the front end for all their telephone activities. When they log on to their PC, they will automatically be logged in to the ACD, and then will have full call control, screen pops, IVR information and much more at their fingertips. Of course this functionality can vary depending upon the brand of the PBX.
Our CTI Link Software features the following:
Understanding the benefits of desktop CTI is crucial in the development of a desktop telephony application. U.S. Infotel has taken years of listening to customers wishes and combined that with our fundamental understanding of software and telephone systems to create a revolutionary program, CTI Link Software.
Openness was another concern of ours. We understand that you want a telephony application to work with, and enhance, your existing software. Therefore, we have created a very open application. To telephony enable your applications you can pick from popular predefined programs, define your own, create keyboard macros, use DDE programming, Paste Link, dial from the clipboard, or Drag and Drop.
If you are a developer you can actually make it seem as if your application supports a complete implementation of TAPI or JTAPI with only a few lines of code. There is no need for you to deal with the complexities of TAPI/JTAPI, we've built the engine, and all you need to do is stick it in your car.
There are various APIs that have been developed, the most common of which is called Microsoft TAPI - this is the API that our products use. There is also Novell/AT&T TSAPI, IBM CallPath, Dialogic CT Connect, JTAPI and others. We can integrate with all of these APIs if required - contact us for more details.
CTI Link is a program that uses the caller ID information from the desired phone system to display a contact record in CRM (Customer Relationship Management) and Help Desk Packages such as ACT, Goldmine, Cynergy Help Desk, HEAT, ACCPAC, Siebel, Pivotal, SalesLogix and many others. This program searches the database to see if the caller ID phone number matches the Main Phone Number of any contact in the database. If it finds a match then the contact record is displayed in the database program; if it does not find a match then a custom "Add Contact" form is displayed. We can also add a custom SQL table that serves as a lookup if more than one lookup number is desired.