Products - CTI Web-Based Application
The workflow of a modern contact center is based on two main areas: the media for communicating with the customer and the platform for servicing customer requests.
CTI is the integration of the communications media (that is, phone, e-mail, or Web) with the customer service platform (that is, customer databases, transaction processing systems, or CRM (customer relationship management) software packages).
Integrating communications media with the customer service platform helps agents to service customers better and faster in two ways. First, it enables the agent to leverage the information and events provided by the media to direct
the workflow. Second, it increases the depth and breadth of customer information presented to the agent when the customer’s contact arrives at the workstation.
An intuitive web-based CTI-enabled application will be developed & deployed
for all agents to service customer driven requests transferred from the CVP. The
web-based CTI application is one of the business applications that will appear in the consolidated Agent Screen.
The web-based CTI enabled application leverages the Cisco CTI provided toolkits which provides numerous application programming interfaces (APIs) for customization and integration.
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Superior total cost of ownership: The
web-based CTI architecture allows dramatically faster application deployment. Maintenance, upgrades and new applications are administered centrally on the server in real-time, saving the time and expense associated with making such changes agent by agent. Needless to say, there is a dramatic decrease in hardware resource utilization.
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Greater Customer Satisfaction: The
web-based CTI application provides a unique rich set of data provided from Cisco CTI server, together with information provided from the customer back end system. Such information will allow the agents to service the customer better, hence resulting in greater customer satisfaction.
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Location Independence: The
web-based CTI architecture allows agents access to centralized applications from virtually anywhere, given the agent has corporate connectivity.
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Platform Independence: The
web-based CTI architecture allows the agents' web clients to work independently, regardless of the hardware or OS type.
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Localization: With IST’s constant commitment and understanding of the local market, the agent
web-based application has the option to support both Arabic and English interfaces, depending on the preferences of the agent.
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Latest Technologies: The agent
web-based CTI solution is built with the latest Java/J2EE technologies using
the latest version of JDK level – JDK1.5.
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Outstanding Performance & Scalability: Typically increasing the processing speed of the CTI web server environment hosted on the Oracle application server will directly improve system performance. With the application server deployed on a high performance server, the solution could scale to thousands of agents with no virtual limitation. The web-based CTI approach allows companies to concentrate their IT initiatives on server-based improvements that yield fast and decisive results.
The web-based CTI architecture is based on two main parts:
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CTI web server: The CTI web server hosted on the Oracle application server will communicate with the Cisco CTI OS server, Geneva through the EJB service layer and the CTI web-based client.
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CTI web-based client: The CTI web-based client is opened through Internet Explorer from the agent desktop.It communicates with the CTI web server that resides on the Oracle application server through the standard http protocol.
The CTI web server communicates with the Cisco CTI OS server through Cisco CTI messages containing all agent state and call-control messages and also communicates with the Geneva back end system through the EJB service layer to extract all requested customer information.
Agent state / call control CTI messages are received from the CTI OS Server and are directed to the proper agent desktop through HTML pages over HTTP, according to predefined skill groups at the ICM. It is based on the Cisco Java CIL library which interacts directly between the CTI web server and Cisco CIL, which is connected to CTI OS / server at the ICM.
Meanwhile customer related information is the other part of the CTI web server. This part is responsible for retrieving customer related information at run-time once as call is delivered to the agent. This makes the agent aware of various customer data, even before the call is answered.
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As a Cisco Advanced Technology Partner in KSA and UAE, IST's Professional Services Teams offer complex design skills, network consultants and analysts applying complex design methodology to meet the customer requirements.
