Call centers - Computer Telephony

Many call centers uses Computer Telephony Integration (CTI), is a concept that enables computers and phone systems to communicate with each other. In fact, CTI effectively merges the functions and features of each of these two technologies into one integrated system. CTI in its simplest terms includes placing and answering voice, fax, and data calls.

Telephony applications connect computers and telephone systems enabling them to work together for enhanced communications between the two technologies. CTI integrates databases for telephony applications such as: Call Recording-Monitoring; Interactive Voice Response (IVR); Voice Mail; Auto Attendant; Predictive Dialers; Caller ID and Call Routing.

CTI (computer-telephony integration), or sometimes simply "computer telephony," is the use of computers to manage telephone calls. The term is used in describing the computerized services of call centers, such as those that direct your phone call to the right department at a business you're calling. It's also sometimes used to describe the ability to use your personal computer to initiate and manage phone calls (in which case you can think of your computer as your personal call centers).

CTI applications provide the ability to do one or more of the following:

1. Authenticate callers. Using one of several standard methods, the telephone number of the caller can be screened against a database.

2. Recognize a voice, either for authentication or for message forwarding

3. Match the number of a caller with a customer record and display it for reference when talking to the caller

4. Manage voice or video conferences

5. Collect and display pending live calls or messages that have been left by callers

6. Receive fax messages and route them to appropriate fax machines

7. Based on call input, initiate a smart agent application to provide help with the caller's request

The Advanced Intelligent Network (AIN) is a telephone service architecture that separates CTI services from call switching and will make it easier to add new services. The Windows Telephony Application Program Interface (TAPI) and Novell's TSAPI are programming interfaces intended to make it easier to create applications that enable telephone services on a personal computer or in a local area network.

Database Systems Corp. (DSC), since 1978, has been providing computer related products and services to a wide range of customers. DSC is a proven leader in providing call centers technology including computer telephony phone systems and computer telephony software.

Using our multiple call centers, DSC also offers computer telephony phone services. These services include the processing of inbound phone calls using our "Smart" interactive voice response IVR software that answers calls without an operator. Calls can be processed completely using this service or we can route these calls to your operators or service representatives.

DSC likewise provides outbound phone systems and outsourcing services to call centers. Phone calls can be dialed using our computer telephony solutions including voice message broadcasting and various forms of auto dialing that incorporate phone agents.

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