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Call Center - CTI
Call centers today require their human assets to perform multiple tasks when interacting with the customer. Most CRM solutions today require extensive implementation time periods, considering that multiple enterprise applications store data in silos, leaving the call center agent with the onerous task of finding the right information.
Implemo Technologies is the leading Call Center Computer-Telephony Integration (CTI) consulting firm that can help you build an extremely robust solution. Using Siebel Call Center platform, we have helped many clients build call center CTI including dashboards, screen-pops, integrated information exchange platforms, and IVR-based interactions.

Our Call Center-CTI solution expertise includes:

VoIP Solutions
Out-of-box CTI integration with VoIP technology leaders (Cisco, Avaya, Notel, Asterisk and etc.)
SIP based softphone integration
Integrate enterprise applications with IP PBX features for office automation

•Skills-based Routing
Skills-based routing blends across all media types (voice, email, chat and etc.) to skilled agents.
•Built-in intelligence to route the media based on external data lookup.
•Interaction management optimized for service level agreements.

IVR Solutions
Sophisticated IVR solution with external database lookup
Speech/Voice recognition enabled
Web based IVR administration and configuration
Call Center Management and Administration
Essential to manage remote agents or satellite offices
Monitoring real-time load and agent activity
Real-time service level alerts
Detailed and aggregated agent and queue reports
Recording on demand by agent or by supervisor

Unified Messaging
Voice call, email and web chat are all blended to an unified queue.
Unified user interface to operate different media channels.
Intelligent routing to base on the media type and agent’s skill set.

 
 
 
CRM Strategy
Siebel
Call Center-CTI
Methodology
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