IT - voice technology

Computer telephony integration

Overview | Telemarketing | Customer support

Overview

[CTI diagram]

 

Telemarketing

Example1:

  • Caller rings 0800 55 77 for a DRTV request
  • DDI advises CTI Server which Service is required
  • CTI tells PABX in which queue to put the caller
  • Whichever Telemarketer gets the call will get the appropriate "screen-pop" Input screen

 

Customer support

Example2:

  • Caller rings Company for service
  • CLI advises CTI Server caller Tel. Number
  • CTI tells LAN database which then ID's caller
  • Service Engineer gets call and "screen-pop" of Client Account and details of equipment /contract etc

[Rev 3/7/97] © 1997 V/2-Com (Verhaart), P O Box 8415, Havelock North, New Zealand.