Computer Telephony Integration

Call Control eXtensible Markup Language Implementations 1 OptimTalk also serves as a versatile platform for computer telephony integration (CTI) and provides an instant access to speech technologies

Call centre 1 Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).

Call centre - Technology 1 Computer Telephony Integration (CTI) APIs provide developers with access to basic telephony controls and sophisticated call handling on the Call Centre platform from a separate application.

Automatic Call Distribution 1 In telephony, an 'automatic call distributor' ('ACD') or 'automated call distribution system', is a information appliance|device or system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration (CTI) system.

Automatic Call Distribution 1 An additional function for these external routing applications is to enable Computer telephony integration|CTI. This allows improved efficiency for Call Center agents by matching incoming phone calls with relevant data on their PC via screen pop.

Telephony - Brief overview 1 Another important concept that has been merged into telephony is computer telephony integration, which enables computers to know about and control phone functions such as making and receiving voice, fax, and data calls with telephone directory services and caller identification

Interactive Voice Response - History 1 As Call Centers began to migrate to multimedia in the late 1990s, companies started to invest in Computer Telephony Integration (CTI) with IVR systems. IVR became vital for Call Centers deploying universal queuing and routing solutions and acted as an agent which collected customer data to enable intelligent routing decisions.

Interactive Voice Response - Typical uses 1 Computer telephony integration|CTI allows a Contact Center or organization to gather information about the caller as a means of directing the inquiry to the appropriate agent. CTI can transfer relevant information about the individual customer and the IVR dialog from the IVR to the agent desktop using a Screen pop|screen- pop, making for a more effective and efficient service.

Private branch exchange - IP-PBX 1 An IP PBX handles voice signals under Internet protocol, bringing benefits for computer telephony integration (CTI). An IP-PBX can exist as physical hardware, or can carry out its functions virtually, performing the call-routing activities of the traditional PBX or key system as a software system. The virtual version is also called a -Soft PBX -.

Virtual queue - FIFO|First In, First Out Queuing vs. Scheduled Queuing 1 A good virtual queuing solution will integrate with a Call Center’s existing technologies, such as computer telephony integration|CTI, workforce management and skill-based routing, to maximize the benefits of all systems, making it an integral part of a comprehensive Queue Management System|queue management strategy.

Computer telephony integration 1 'Computer telephony integration', also called computer–telephone integration or 'CTI', is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop- based interaction for helping users be more efficient, though it can also refer to server- based functionality such as automatic call routing.

Digital telephony - Brief overview 1 Another important concept that has been merged into telephony is computer telephony integration, which enables computers to know about and control phone functions such as making and receiving voice, fax, and data calls with telephone directory services and caller identification

3Com - Products 1 *IP Telephony applications including Private branch exchange|PBX and Computer Telephony Integration|CTI solutions. 3Com's Telecommunications solutions utilize Voice over Internet Protocol|VoIP and Session Initiation Protocol (SIP). Voice platforms include VCX and NBX.

Versit Consortium 1 The 'Versit Consortium' was a multivendor initiative founded by Apple Computer, ATT Inc.|ATT, IBM and Siemens AG|Siemens in the early 1990s in order to create Personal Data Interchange (PDI) technology, open specifications for exchanging personal data over the Internet, wired and wireless connectivity and Computer Telephony Integration (Computer Telephony Integration|CTI). The Consortium started a number of projects to deliver open specifications aimed at creating industry standards.

Genesys Telecommunications Laboratories - Acquisitions 1 * IBM CallPath (2001) – computer telephony integration (CTI)

Telephony Application Programming Interface 1 The 'Telephony Application Programming Interface' ('TAPI') is a Microsoft Windows Application programming interface|API, which provides computer telephony integration and enables personal computer|PCs running Microsoft Windows to use telephone services

Nortel Meridian 1 'Nortel Meridian' is a private branch exchange. It provides advanced voice features, data connectivity, LAN communications, computer telephony integration (CTI), and information services for communication applications ranging from 60 to 80,000 lines.

Computer-supported telecommunications applications 1 It has a telephone device model that enables Computer telephony integration|CTI applications to work with a wide range of telephone devices

Framingham, Massachusetts - Utilities 1 * Telephony|Telephone, CATV, and internet|data services - The majority of Framingham is served by three vendors that provide telephone, cable TV, and internet services. Other smaller or specialized companies provide DSL, ISDN, Plain old telephone service|POTS, and Computer telephony integration|CTI services.

CCXML - Implementations 1 OptimTalk also serves as a versatile platform for computer telephony integration (CTI) and provides an instant access to speech technologies

Genesys (company) - History 1 Genesys purchased IBM's CallPath computer telephony integration (CTI) assets in The company added to its voice portal and interactive voice response (IVR) systems with the acquisition of Campbell, California-based Telera in It further expanded its IVR systems with the acquisition of GMK and VoiceGenie in

Screen pop 1 In call centers that provide integration between a telephone system and an agent's desktop (see Computer telephony integration|CTI), a screen pop is a window or dialog box that autonomously appears on the desktop, displaying information for a call simultaneously sent to that agent's telephone.

IP PBX 1 VoIP (Voice over Internet Protocol) gateways can be combined with traditional Private branch exchange|PBX functionality enabling businesses to use their managed intranet to help reduce long distance calling|long distance expenses, enjoy the benefits of a single network for voice and data and advanced Computer telephony integration|CTI features or be used on a pure IP system which in most cases give greater cost savings, greater mobility, and increased redundancy.

List of computing and IT abbreviations - C 1 * Computer telephony integration|CTI—Computer Telephony Integration

Multi-Vendor Integration Protocol 1 The 'Multi-Vendor Integration Protocol' ('MVIP') is a hardware bus for computer telephony integration (Audiotex) equipment, a PCM data highway for interconnecting expansion boards inside a personal computer|PC. It was invented and brought to market by Natural Microsystems Inc (now NMS Communications).

Telephony Server Application Programming Interface 1 'TSAPI', short for Telephony Server Application Programming Interface, was a computer telephony integration standard developed and promoted by Novell and ATT

CT Connect 1 'CT Connect' is a software product that allows computer applications to monitor and control telephone calls. This monitoring and control is called computer telephony integration|computer- telephone integration, or CTI. CT Connect implements CTI by providing Server (computing)|server software that supports the CTI link protocols used by a range of telephone systems, and Client (computing)|client software that provides an application programming interface (API) for telephony functions.

Iwatsu Electric 1 :including Computer telephony integration|CTI and Voice over IP|VoIP devices to Private branch exchange|PBXs and office digital phones.

Framingham - Utilities 1 * Telephony|Telephone, CATV, and internet|data services – The majority of Framingham is served by three vendors that provide telephone, cable TV, and internet services. Other smaller or specialized companies provide DSL, ISDN, Plain old telephone service|POTS, and Computer telephony integration|CTI services.

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