cti(computer telephony integration)呼叫处理子系统实现屏幕弹出并实现同步转移,使客户的信息显示在接线员的屏幕上;呼叫跟踪管理;基于计算机的电话智能路由选择;个人化问候语;来话和去话管理;座席终端的"软电话"功能;通话过程中的在线录音功能。而到现在,cti技术已经发展成“计算机电信集成”技术(computer telecommunication...
Because computer telephony integration (CTI) was initially implemented in the call center, the majority of CTI investment is placed there. An Internet-enabled call center involves specific applications and functions. CTI enables both inbound and outbound call processing....
How Computer Telephony Integration (CTI) Can Breathe Life Back in Call Centers There’s a thing with technology – you can run from it; you can hide; but you can’t escape it. What it promises us is so stunn... Read More 7 Ways to Improve Customer Engagement with Call Center Integrati...
CTI Call controls Controls/buttons on the connector change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions. Accept an incoming call. Hold/Resume/End call. Consult call...
However, because the CTI information is currently provided through use of CTI sourcing functionally of the PBX, conventional schemes do not provide a manner otherwise conveniently to provide an agent at the call center with the CTI information. This problem is solved by the application in that ...
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PURPOSE: A call center private branch exchange(PBX) link apparatus for compatibility between internet protocol(IP)/private branch exchange(PBX) and computer-telephony integration(CTI) middleware and a method thereof are provided to establish a phone-based call center. CONSTITUTION: A PBX linking part...
但考虑到IVR及CTI已经成为Call Center系统中的基本设备,越来越多的客户已经习惯使用,故是否需要在初期搭建IVR及CTI,我们将在以下几方面进行分析: 一、监管要求 CIRC在2010年第4号文件《人身保险业务基本服务规定》中要求,保险公司应当提供每日24小时电话服务,并且工作日的人工接听服务不得少于8小时。 如果搭建IVR及CTI...
All this is done with two powerful tools that are part of OriGn: theVisual Form Designer, which incorporates both a very powerful scripting language and the possibility of programming complex data-entry flows in an assisted manner (without writing code), and theVisual DB Manager. ...